Lead Customer Success - Gurgaon

Field Assist; Gurugram District; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Field Assist is seeking a Lead CS to develop lasting customer relationships, drive retention, and ensure satisfaction with our services.

You will collaborate with clients to tailor the FA platform, onboard quickly, and establish scalable customer success processes while mentoring teammates.

The role also involves upselling new features, cross-functional collaboration, and managing multiple clients concurrently across the portfolio.

Qualifications

• 3+ years in customer-facing role (customer success or account management).
• Experience in SaaS with multiple clients.
• Familiarity with CRM/ERP systems and data-driven insights.

Responsibilities

• Understand the clients needs to help to configure the software for the client.
• Onboarding and execution of Client: Responsible for the fast and quality execution of the client on FA platform.
• Establish Customer Success Practices: Responsible for creating policies and procedures that optimize the customer experience.
• Upselling: Ability to upsell the new features and also to scale up the business from the existing client.
• Assisting in Technical and Product Management: You must know the company s products inside and out.
• Provide on-the-job training or mentoring to new employees/client Project stakeholders.
• Additionally, take initiatives for improvising processes, new implementations, new practices both technically and culturally.

Skills

Customer-facing

Cross-functional collaboration

Relationship management

Retention strategies

Upselling

Training & mentoring

Proactive problem solving

Tools

Salesforce

Pipedrive

CRM/ERP

Excel

PowerPoint

HTML

SQL

API

JSON

iOS

Android

Job description

Job Summary

As a Lead CS, he/she will be responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

Responsibilities

• Understand the clients needs and pain points to help to configure the software for the client.
• Onboarding and execution of Client: Responsible for the fast and quality execution of the client on FA platform. He/she must establish policies the entire staff can adhere to so all customers receive the same quality of execution.
• Establish Customer Success Practices: Responsible for creating policies and procedures that optimize the customer experience. LCS may gather feedback from their customers, study other customer success programs, and analyze customer data to identify the best practices. You must establish policies the entire staff can adhere to so all customers receive the same quality of service.
• Upselling: Ability to upsell the new features and also to scale up the business from the existing client.
• Assisting in Technical and Product Management: You must know the company s products inside and out. They are capable enough to rather on educate the customers on the flexibility and capabilities of their software so customers are encouraged to continue using their services.
• Provide on-the-job training or mentoring to new employees/client Project stakeholders.
• Additionally, take initiatives for improvising processes, new implementations, new practices both technically and culturally.
• Ability to handle multiple clients at a time: He should have multitasking skills and should beable to deal with bottom to top hierarchy of Client.

Requirements

• At least 3+ years relevant work experience in a customer-facing role (customer success or account management).
• Previous experience collaborating with different internal functions within a fast-growing SaaS company; operating at the intersection of product, sales, and delivery
• Experience in CRM/ERP (e.g. Salesforce, Pipedrive) or B2B Enterprise level software
• Familiarity with Supply Chain data and workflow experience preferred
• Basic Knowledge of web technologies like HTML, SQL, API, Json, iOS and Android platforms
• Proficient in Microsoft Office Suite specifically Excel and PowerPoint
• Should possess fantastic interpersonal skills
• Proactive and willing to improve on processes
• Technical aptitude and ability to learn software programs.

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