CrewScale - Customer Success Professional

BASIC FUNCTIONS :

The role serves as the primary business contact for the client and is responsible for client satisfaction, client retention, and the overall Net Promoter Score. You are expected to consistently provide excellent service to clients, as well as represent client needs and goals within the organization to ensure quality output. In addition, the manager will build relationships with clients to encourage new and repeat business opportunities.

ESSENTIAL RESPONSIBILITIES :

- Take complete ownership for a portfolio of accounts - including onboarding, NPS, retention, upselling, monthly sync ups, and overall responsibility of the account.

- Interacts with Clients and Sales/Delivery teams on a regular basis to provide updates on overall customer health and deliverables.

- Develop a deep understanding of business, financials, products and services, and the market/needs and challenges of assigned accounts and ensure sales goals are achieved.

- Responsible for all client communications, conflict resolution, and compliance on client deliverables and revenue.

- Manage contract (New and renewals) and pricing negotiations

- Reviewing every account in the portfolio in complete detail to understand the current level of performance.

- Provides regular two-way communication between the client and Delivery team, to provide strong team representation and set proper client expectations.

- Manage and expand client relationships - continual needs assessment - relationship plan

- Identifying opportunities to improve our product/offerings based on customer feedback, data analysis, and feature gaps with competitive products.

Experience :

- Should have worked at least 2+ years in a similar client-facing role and have experience in Managing CRM/ CS tools.

- Exemplary sales and negotiation skills while having a customer-first approach. Ability to present, persuade and communicate effectively - oral and written.

- It would be good to come with a technology orientation.

Generic Skills :

- Excellent oral and written communication skills.

- Ability to work effectively under changing conditions.

- Strong leadership ability.

- Should be well-groomed and should display good behavioral skills