Associate, Customer Success

Starlinks Global

Main Job Responsibilities:-

• Ensure all relevant SOPs, SLAs, Processes and Customer Communication/Engagement tools for the department are fit for purpose and implemented across all customers
• Develop financial and commercial Reports, Operational Performance Dashboards, derive and present regular insights to manage and present operational and commercial internal and customer related KPIs for continuous improvement purposes
• Manage the customer relationship including response to business-critical issues
• Create relevant business review processes and operational alignment activities to ensure customer set KPIs are proactively communicated and met
• Manage and maintain the client contract renewals and re-negotiations including the timeline for discussions and key dates & milestones
• Seek and develop new business opportunities with the customer base and ensure that each customer has a development plan for new business and opportunities
• Ensure consistent process for preparation and management of the customer key business metrics and performance measures
• Ensure the invoicing and payment processes are owned and managed, including the checking of and validation of the invoicing prior to issuing
• Establish quality metrics and results to identify recurring control issues and track trends.
• Ensure collaboration with Operations, finance and sales to solve issues and challenges
• Work towards continuously improving Customer Satisfaction Score
• Serve as a single Point of Contact for the Customer
• Conduct weekly, monthly and quarterly business Reviews

Education:-

Bachelor s degree/Diploma in business administration, marketing, or a related field