ABOUT THE ROLE : 

The Client Success Associate will co-own client objectives and work across functions to deliver on each objective with a high degree of success. You will lead all initiatives from client onboarding and new program configuration to managing issues and queries and would be expected to handle 2-3 client implementations in parallel should the need arise and handle 10-15 clients for query resolution. This role will require the incumbent to work in US shift hours.

RESPONSIBILITIES :

New Client Onboarding & Implementation :

- Lead new client onboarding and implementations based on the agreed scope of requirements and as per our standard operating process

- Assist in configuration of program rules to set-up the client instance

- Collaborate with the product and integration teams to ensure any customization and integration requirements are delivered in a seamless fashion

- Collaborate with the design team to deliver all branding requirements for the roll out of the client program(s)

- Conduct training programs for client admins and users at the time of new program implementations

Query Resolution & Problem Management : 

- Continuously deliver outstanding service and problem resolution to ensure our organization is adhering to the high service levels expected by our customers. Liaise with different specialist teams such as the technology team or reward redemption team to deliver closure to client-initiated queries.

- Decode problems and curate solutions in collaboration with the product teams; communicate resolutions and changes through necessary documentations and training.

Program Success : 

- Assist the Program Success Managers in the development of success plans for customers that outline critical success factors, metrics for success, potential issues, and provide recommendations.

- Monitoring and facilitating the customer's adoption of our solution features and functionality as well as other relevant metrics that are a sign of program success

REQUIREMENTS :

- Graduate Degree from a leading institute

- 2+ years in a client Success role for a B2B SAAS company and 5+ years of corporate experience overall

- Experience with change management and development of processes that drive efficiency, effectiveness, and clarity for all parties

- You can think creatively and enjoy testing new approaches and tactics

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