HR Executive at Advantage Club Technologies Pvt Ltd
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Advantage Club Technologies - Manager - Customer Success (3-7 yrs)
Key Responsibilities:
- Develop Customer Success Strategies : Collaborate with the creative team to maintain and evolve customer success strategies and best practices.
- Senior Management Communication : Effectively communicate with internal and external senior-level management to understand customer needs, enhance retention and growth strategies, and share key insights and learnings.
- Metrics Maintenance : Manage and maintain existing customer success metrics and data as directed by leadership.
- Client Collaboration : Collaborate with team members to strategize and problem-solve upcoming client meetings, ensuring alignment with customer success goals.
- Campaign Performance Analysis : Prepare documentation and visuals to demonstrate campaign performance to clients; analyze trends to identify areas for improvement.
- Customer References and Case Studies : Partner with sales and marketing teams to secure customer references and develop compelling case studies.
- Customer Experience Improvement : Review customer complaints and concerns, proactively seeking opportunities to enhance the overall customer experience.
- Brand Advocacy : Cultivate an enthusiastic customer base and identify brand ambassadors to amplify product benefits and value.
- Product Demonstrations : Conduct product demonstrations to showcase features and benefits for customers.
- Onboarding Process Improvement : Enhance onboarding processes to ensure seamless customer integration and satisfaction.
- Cross-Promotion Initiatives : Develop and execute reciprocal cross-promotion programs with business partners on social media platforms and coordinate online reviews to benefit both businesses mutually.
Required Skills :
- Bachelor's degree in Business Administration, Marketing, Communications, Information Technology, or a related field.
- Master's Degree in Business Administration is a plus.
- 3-7 years of experience in customer success, account management, sales, or related roles within the B2B SaaS industry.
- Proven track record of managing client relationships and driving customer success in a fast-paced, dynamic environment.
- Strong understanding of SaaS business models and familiarity with CRM software (e.g., Salesforce, HubSpot) and project management tools.
- Excellent verbal and written communication skills, with the ability to articulate complex concepts clearly and effectively.
- Analytical mindset with the ability to interpret data and make data-driven decisions to optimize customer outcomes.
- Demonstrated ability to collaborate and influence cross-functional teams to achieve customer success goals