Job Description: Customer Success Manager

Experience: 3+ Years

Location: Gurgaon (Currently Hybrid Work Mode)

Survey2connect (S2C) is a SaaS based experience management platform. We are a global IT product based firm whose vision is to be the best in class research platform which helps organizations make smarter and informed decisions hence improving the experiences organizations provide to every stakeholder. The platform helps organizations capture feedback at multiple touchpoints, understand it in real-time, and deliver insights by offering Simplified Survey, Customer Experience, Employee Satisfaction, Brand Tracking and Awareness. We are proud to provide Communities and Mystery Shopping solutions, as well as strategic guidance, support and services to leading banks, Insurance companies, airports and FMCG companies across the globe.

With a creative management, a skilled team, and an inherent ability to succeed, Survey2Connect strives to grow and reach heights.

Position Description :

Customer Success Executive plays a critical role in client satisfaction and thus bringing repeat business. They are the primary point of contact for the company's clients and need to have good communications, interpersonal and problem-solving skills. We are looking for a smart- working dedicated individual to join our team.

Responsibilities : 

- Develop customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn.

- Serve as a trusted advisor to customers by providing expert guidance and best practices to address their business goals, needs, and pain points.

- Develop strategic deployment plans for your portfolio of customers.

- Own the engagement and adoption strategy at all stages of the customer life cycle.

- Build business reviews with scorecards linked to the customer's business objectives and present these quarterly.

- Proactively manage the day-to-day account health of those customers, including monitoring usage, regular cadence calls, and Customer Business Reviews.

- Partner closely with sales to manage account strategy and ensure customer growth and retention.

- Be the voice of the customer as you partner with support, consulting, engineering, marketing, product management and sales to shape product development and deliver a best-in-class customer experience.

- Collaborate heavily with Sales, Sales Operations, and other key stakeholder teams to achieve joint targets.

Requirements :

- Proven relevant experience of more than 3 years

- Active problem solving and analytical skills

- Experience in client handling would be preferred

- Excellent MS Excel and PowerPoint skills

- Basic understanding of integrations

- Excellent interpersonal and communication skills

- Ability to perform under pressure in fast paced start-up environment

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