Senior Customer Success Manager - Employee Wellness

Sr. Customer Success Manager - Employee Wellness

Experience - 3 to 8 years

Location - Mumbai

Must have :

- Experience in Customer Success & portfolio management

- Experience in Dealing with HR Person

- Experience in cross selling/UP selling in corporate

- Working with HR community and experience in wellness/recruitment/travel solutions is mandatory

Job Description:

- Build and expand penetration and impact in a portfolio of accounts (Trusted partner)

- Ensure 20-30% growth in revenue within the portfolio (Cross-sell, upsell)

- Ensure 98% Renewal of revenue in the portfolio

- Drive strategic relationships and collaborate with customers in driving utilization of our platform and services basis benchmarks and metrics

- Become a trusted partner and generate 4.5+ CSAT Scores for the portfolio of accounts

- Create case studies and referral sponsors from your portfolio- which can impact indirect brand and sales

- Penetrate deeper into accounts/sponsors

- Co-ordinate and collaborate and ensure customer deliver and customer success

- Adhere and drive automation and process driven customer delivery

- We think how you do something is as important as what you do hence:

- Ensure processes are followed key indices are met

- Being organized and efficient is critical

- Being conversant with tools and digital approaches to deliver outcomes is key

- Ensure the teams are trained on becoming consultative and product oriented and are able to provide high levels of partnership and advise in Emotional Wellbeing for the Sponsors

- Leverage data and provide insights and innovation

- Collaborate with various teams to ensure innovative and impactful service delivery

- Create right metrics present impact and deliver outcomes for sponsors

- Leverage data to cross sell products and innovation ideas for customers