Customer Success Associate

Formial Labs; Bengaluru; Hybrid; INR 400,000 - 600,000; Full time

Job summary

Formial Labs in Bengaluru is seeking a Customer Relationship professional to manage key client accounts and drive retention and growth. You will collaborate with Sales and Marketing to develop effective strategies for acquisition and retention, while maintaining high client satisfaction.

The role emphasizes proactive outreach, issue resolution, and upselling opportunities, backed by a customer-centric approach and data-driven improvements to renewals processes.

Qualifications

• Experience in client relationship management and customer support.
• Bachelor's degree in BBA/BMS/B.Pharm or equivalent.

Responsibilities

• Collaborate with internal teams (Sales, Marketing) to develop strategies for customer acquisition and retention.
• Manage customer relationships to drive retention, satisfaction, and growth through effective communication, issue resolution, and proactive outreach.
• Handle complaints resolution in a timely manner while maintaining high levels of customer satisfaction.
• Provide exceptional client relationship management by understanding their needs, identifying opportunities for upselling/cross-selling products/services.
• Analyze sales data to identify trends and areas for improvement in the renewals process.

Skills

Client Relationship Management

Complaints Resolution

Customer Acquisition

Customer Focus

Customer Retention

Customer Satisfaction

Education

Bachelor's degree (BBA/BMS/B.Pharm)

Job description

Roles and Responsibilities

• Collaborate with internal teams (Sales, Marketing) to develop strategies for customer acquisition and retention.
• Manage customer relationships to drive retention, satisfaction, and growth through effective communication, issue resolution, and proactive outreach.
• Handle complaints resolution in a timely manner while maintaining high levels of customer satisfaction.
• Provide exceptional client relationship management by understanding their needs, identifying opportunities for upselling/cross-selling products/services.
• Analyze sales data to identify trends and areas for improvement in the renewals process.

Desired Candidate Profile

• Strong skills in Client Relationship Management, Complaints Resolution, Customer Acquisition, Customer Focus, Customer Retention, Customer Satisfaction.
• Bachelor's degree in any specialization (B.B.A./B.M.S., B.Pharma).