Associate Customer Success Partner

First Advantage; India; On-site; INR 900,000 - 1,500,000; Full time

Job summary

First Advantage in India is seeking a Senior Customer Success professional to serve as the primary contact for assigned customers, coordinating internal and external communications and driving value through pricing strategies and service delivery.

You will lead bi-weekly engagement calls, prepare quarterly business reviews, collaborate with cross-functional teams to meet customer objectives, and ensure renewal proposals are analyzed and approved.

Qualifications

• Strong communication and relationship-building skills.
• Experience in customer success or account management preferred.
• Ability to present pricing and value proposition clearly.

Responsibilities

• Actively resolve problems and pursue opportunities for product or service expansion, optimizing the overall customer experience.
• Collaborate with cross-functional teams to achieve customer objectives and deliver solutions tailored to client needs.
• Address customer concerns and questions promptly, escalating issues as necessary to ensure resolution.
• Take full ownership of resolving customer issues, ensuring satisfaction and closure.
• Offer alternative solutions to address customer concerns and maintain high service standards.

Job description

• Act as the primary point of contact for assigned customers, both internally and externally, ensuring all communications and needs are addressed effectively.
• Proactively identify gaps within customer programs and recognize opportunities for improvement to better serve client needs.
• Clearly communicate the value proposition of FADV, demonstrating a thorough knowledge of pricing, procedures, and competitive advantages.
• Develop and propose pricing strategies, terms, and conditions for contract renewals, while ensuring all necessary approvals and signatures are obtained.
• Lead bi-weekly engagement calls with customers and provide thorough meeting recaps to ensure clear communication and follow-up.

Relationship Management

• Act as the primary point of contact for assigned customers, both internally and externally, ensuring all communications and needs are addressed effectively.
• Proactively identify gaps within customer programs and recognize opportunities for improvement to better serve client needs.
• Clearly communicate the value proposition of FADV, demonstrating a thorough knowledge of pricing, procedures, and competitive advantages.
• Develop and propose pricing strategies, terms, and conditions for contract renewals, while ensuring all necessary approvals and signatures are obtained.
• Lead bi-weekly engagement calls with customers and provide thorough meeting recaps to ensure clear communication and follow-up.

Service Delivery

• Actively resolve problems and pursue opportunities for product or service expansion, optimizing the overall customer experience.
• Collaborate with cross-functional teams to achieve customer objectives and deliver solutions tailored to client needs.
• Address customer concerns and questions promptly, escalating issues as necessary to ensure resolution.
• Take full ownership of resolving customer issues, ensuring satisfaction and closure.
• Offer alternative solutions to address customer concerns and maintain high service standards.
• Strive to meet or exceed customer satisfaction KPIs, continuously improving customer experience.

Business Reviews and Reporting

• Deliver comprehensive reports and presentations that showcase FADV products and services to clients.
• Maintain and document open issues logs and project plans to ensure transparency and accountability.
• Track, measure, and document achievements, risks, and opportunities for strategic alignment for each assigned account.
• Prepare and deliver quarterly business reviews (QBR) to provide updates and insights to customers.

Administrative

• Ensure all data and forecast updates are completed accurately and on time.
• Manage customer contract events, ensuring all required documentation is properly completed.
• Prepare renewal proposals, perform necessary analysis, and secure required approvals for customer accounts.
• Maintain all necessary business records for each assigned customer, ensuring thorough documentation and compliance.

Revenue Quota Achievement

• Meet or exceed monthly, quarterly, and annual quotas, including targets related to retention, growth, and up/cross selling.

We have great people here and are looking for more. Come join us!

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Equal Employment Opportunities at First Advantage

First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.