Customer Success Associate

AXESTRACK SOFTWARE SOLUTIONS PRIVATE LIMITED; Gurugram District; On-site; INR 600,000 - 1,000,000; Full time

Job summary

AXESTRACK SOFTWARE SOLUTIONS PRIVATE LIMITED is seeking a client-facing Account Manager to serve as the SPOC for assigned clients from onboarding to retention. You will bridge client needs with internal teams, manage expectations of key stakeholders, and identify growth opportunities.

The role requires 3+ years in client-facing/account management, strong business English, and comfort with travel or working from client sites. Collaboration with sales and delivery teams is key to success.

Qualifications

• Graduate with B.Tech preferred; MBA with 1+ year experience acceptable.
• Minimum 3+ years in a client-facing role; account management experience preferred (Te lematics or B2B SAAS background is a plus).
• Strong spoken and written business English with good presentation skills.
• Problem-solving mindset: willingness and ability to get to the depth of a problem.
• Thrives in a fast-paced collaborative environment.
• Good analytical skills and good understanding of MS Excel.
• Comfortable traveling and working from client's office.

Responsibilities

• Be the single point of contact for assigned clients and manage all aspects.
• Collaborate with internal teams to deliver to client and ensure satisfaction.
• Communicate with client's key stakeholders and manage expectations.
• Capture client's needs and articulate clarifications; advocate the company's view.
• Identify new opportunities and engagement for growth; provide inputs to sales.
• Nurture relationships with client stakeholders and gather strategic insights.
• Act as SME in products and services and identify training needs with internal teams.
• Ensure clients understand the business value and achieve customer delight in all dealings.
• Create near- and long-term account success plans to maximize product utilization; drive growth, retention and repeat business.
• Analyze client business practices and evolve with organization structure.
• Work with large data sets daily to provide required insights to clients.
• Manage escalations from clients and lead through situations independently.

Skills

Client facing

Account management

MS Excel

Presentation skills

Business English

Analytical skills

Travel willingness

Education

B.Tech

MBA

Job description

The person will be reporting to the Head-Service Delivery and would act as a bridge between the assigned clients and the management. He would be a SPOC for the assigned clients and will play a key role in managing the entire life cycle right from customer on boarding to the retention.

Responsibilities:

• Work as a face of the company for assigned clients and managing all the aspects of those clients.
• Collaborate internally with respective teams to get the job done and deliver it to client.
• Collaborate and communicate with customer's key stakeholders and manage their expectations.
• Capture client's needs and be able to articulate in clarifying ambiguities and assertive in putting
• company's view point as well.
• Identify new areas of opportunities and engagement for growth and provide key inputs to the sales team.
• Nurture a healthy connection with client stakeholders and get the strategic insights of the competitive threats.
• Work as a Subject Matter Expert in products and services being offered to the clients. Should be able to identify training needs and fulfil such needs while liaising with internal stakeholders.
• Ensure clients embrace and understand the business value from the product and services being delivered to them. Be an agent to bring customer delight in all dealings.
• Liaise with internal teams to create a near- and long-term account success plan, maximizing product utilization and adoption while delivering on business objectives of growth, retention and repeat business.
• Be on toes to identify areas for optimization, improvement and maturity while continuously evaluating and analyzing client's business practices and evolve with their organization structure.
• Work and analyze large data sets on daily basis and provide required insights to the clients.
• Manage the escalations from the clients and be able to adapt to the situation in hand without being panicky. Be able to lead and sail through situations almost independently.

Candidate Requirements:

• Graduate from good college (B.Tech. is preferred) with a minimum of 3+ years of experience or an MBA with 1+ year experience in a client facing role.
• Should have an account management experience in client-facing roles (candidates with Telematics or B2B SAAS background would be given preference)
• Should be good in spoken and written business English and have good presentation skills.
• Problem-solving mind set: Willingness and ability to get to the depth of a problem.
• Thrives in a fast-faced collaborative environment.
• Should have good analytical skills and good understanding of MS Excel.
• Should be comfortable in traveling as and when required, and should be flexible working from client's office.