Executive - Customer Success

Quess Career site; Hyderabad; On-site; INR 450,000 - 750,000; Full time

Job summary

Quess Career site is seeking a Customer Success/Account Manager to own relationships with assigned clients, manage onboarding, training, adoption, and retention while delivering high customer satisfaction.

You will collaborate with HR recruitment teams to drive Monster usage and ROI, maintain health scores, renewals, and communicate learnings across product, sales, and support.

Qualifications

• 1-5 years of experience in HR, Customer Service (B2B), Account management (B2B), or Recruitment.
• Strong verbal and written communication, strategic planning, and project management skills.
• Analytical and process-oriented mindset.
• Ability to work across multiple departments in a deadline-driven environment.
• Active team player, self-starter, and multitasker.

Responsibilities

• Serve as day-to-day contact for assigned accounts, building trust and documenting opportunities.
• Conduct telephonic training for recruitment team on Monster products.
• Engage HR Recruitment team to drive Monster usage and ROI.
• Responsible to cultivate the accounts and bring in the renewals.
• Maintain customer health and introduce new, valuable features as they become relevant on the customer journey.
• Review the customer journey, identifying how it's supported, taking a consultative approach in helping clients overcome issues and achieve goals.
• Collaborate, problem solve, and/or strategize upcoming client meetings.
• Prepare necessary documentation or visuals for client to demonstrate performance of campaigns; analyze trends in C-Sat/FCR scores to identify areas of improvement.
• Work cross-functionally with product, sales, and support team members to foster a strong sense of community and information sharing.
• Ensure the best resolution over call / Email.
• Adhere to prescribed compliance standards.

Skills

Communication

Project management

Analytical thinking

Teamwork

Multitasking

Adaptability

Tools

Monster platform

Job description

Objectives of this Role:

• Own overall relationship with assigned clients, which includes managing on-boarding, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
• Establish a trusted and strategic advisor relationship to help drive continued value of our products and services
• Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team
• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
• Maintain existing customer success metrics and data as directed
• Ability to work in a team and contribute to the overall success of the department
• Good attention to detail and a consistent approach.
• Flexible attitude and approach to the demands created by the role of the best practice approach to Customer Success, at all times.

Daily and Monthly Responsibilities:

• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
• Conduct telephonic training for the recruitment team on diverse Monster products.
• Engage with HR Recruitment team to drive Monster usage and amplify their ROI.
• Responsible to cultivate the accounts and bring in the renewals.
• Maintain customer health and introduce new, valuable features as they become relevant on the customer journey.
• Review the customer journey, identifying how it's supported, taking a consultative approach in helping clients overcome issues and achieve goals
• Facilitate interaction and workflow with Internal teams to ensure deliverables are on time
• Collaborate, problem solve, and/or strategize upcoming client meetings.
• Prepare necessary documentation or visuals for client to demonstrate performance of campaigns; analyze trends in C-Sat/FCR scores to identify areas of improvement
• Work cross-functionally with product, sales, and support team members to foster a strong sense of community and information sharing.
• Ensure the best resolution over call / Email.
• Adhere to prescribed compliance standards.

Required Skills and Qualifications:

• 1-5 years of experience in HR, Customer Service (B2B), Account management (B2B), or Recruitment. (Dot com space knowledge will be a boon.)
• Strong verbal and written communication, strategic planning, and project management skills
• Analytical and process-oriented mindset
• Comfortable working across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities