Senior Executive - Customer Success

Quess Corp; Hyderabad; On-site; INR 400,000 - 700,000; Full time

Job summary

Monster.com in Hyderabad, India seeks an Executive/Sr. Customer Success to manage post-sales relationships with HR and Recruiter clients.

You will guide customers through onboarding, training, and adoption to maximize platform value, acting as a trusted advisor across internal teams to enhance product usage and customer health. Ideal candidates have 1–5 years in HR, customer service, or account management, with strong communication and project management skills.

Qualifications

• 1-5 years of experience in HR, Customer Service (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.
• Active team player, self-starter, and multitasker who can quickly adjust priorities.

Responsibilities

• Own overall relationship with assigned clients, including on-boarding, training, adoption, retention, and customer satisfaction.
• Establish a trusted advisor relationship to drive continued value of products and services.
• Maintain customer success strategies and best practices with the help of the creative team.
• Communicate with internal and external senior management to understand needs, maximize retention and growth.
• Maintain customer health metrics and data as directed.
• Work cross-functionally with product, sales, and support teams to foster community and information sharing.
• Prepare documentation or visuals to demonstrate campaign performance; analyze trends in satisfaction scores to identify improvements.

Skills

Customer Success

Account Management

B2B Communication

HR Domain

Project Management

Job description

Executive/Sr. Customer Success

The Customer Success Specialist/Executive is a client-facing (HR and Recruiters) role, who works to engage and enable our customers to maximize the full value of the Monster.com platform. As the trusted advisor and advocate for our customers, the Customer Success Specialist manages the relationship and customer health for the assigned customers throughout the post-sales lifecycle. The Customer Success Specialist will guide the customer with the best practices and training sessions to drive product adoption.

This role requires to partner with Client, Product, Technical Specialists, Marketing and Support teams within Monster.com to enhance customer adoption. To achieve a trusted advisory role for customers, this role requires to be good in domain and technical aspects, ability to learn, research and present.

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