Executive - Customer Success

Quess Corp; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

A leading HR solutions provider in Hyderabad seeks a Customer Success Manager to enhance customer relationships, conduct training sessions, and ensure customer satisfaction. Candidates should have 1-5 years of experience in HR or B2B customer service and strong communication skills. This role contributes to client renewals and requires a consultative approach to support clients' success.

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.
• Comfortable working across multiple departments in a deadline-driven environment.

Responsibilities

• Own overall relationship with assigned clients, ensuring high levels of customer satisfaction.
• Serve as day-to-day contact for assigned accounts, building trust and rapport.
• Conduct telephonic training for the recruitment team on diverse Monster products.
• Review the customer journey, identifying how it’s supported.
• Work cross-functionally with product, sales, and support team members.

Skills

1-5 years of experience in HR

Customer Service (B2B)

Account management (B2B)

Strong verbal and written communication

Strategic planning

Project management

Analytical mindset

Multitasking

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