Overview
Customer Success Lead (Delhi NCR) Jobs in Greater Delhi Area at Simpliwork
Title: Customer Success Lead (Delhi NCR)
Company: Simpliwork
Location: Greater Delhi Area
Department Customer Success
Designation Customer Success Lead
Location Delhi NCR
Reporting Vice President – Design & Product
The Customer Success Lead will onboard, and engage with the assigned clients, focus on driving value to the customer and deliver an impactful engagement. He/ she will build relationships with key stakeholders, act as an escalation point for issues that impact client success, and create opportunities for the optimal client experience.
Role & Responsibilities
- Professionally manage relationships with a portfolio of assigned accounts
- Build executive relationships within the customer’s organization
- Make sure he/she exceeds customer retention goals and ensure consistently high retention rates
- Build and maintain strong, trusted working relationships with key decision-makers and power users starting from onboarding and throughout the customer lifecycle
- Gain a thorough understanding of assigned client’s needs, services signed up for, and details of the client contracts to drive effective communication
- Identify risks to client success and aggressively/proactively engage the client whenever there’s an identified retention issue
- Develop and execute retention plans for customers who may be at risk
- Drive resolution of escalated issues in coordination with Leasing, projects, design, and facilities teams
- Be a voice for accounts internally and keep the senior leadership abreast of the gaps
- Manage contract-related inquiries, questions, and issues from clients and other departments
- Liaise with other team leaders to make sure that clients are getting the best service possible
Skillset required
- Proven expertise in handling high-net-worth customers across India
- Proven track record of building strong executive-level relationships
- High attention to detail and willingness to get “in the weeds” to fix a problem
- Knowledge of customer success best practices
- Exceptional communication and relationship management skills
- Exceptional time management and multiple stakeholder management experiences
Experience (Years) required
7-12 years of experience in Customer Success/Account Management/ Customer Service/ Guest Relations roles
Qualification
Hotel Management Graduate/ Graduate
