Customer Success Associate

Zopreneurs

Responsibilities under Active Clients:

• Will be involved in the scope of work definition process for every new project.
• Liaising with the technical team to get updates on the progress of the product implementation.
• Maintaining a detailed and accurate record of all client details and communications.
• Communicating with the client on a daily basis regarding the progress of the implementation of the product.
• Follow up with every stakeholder to ensure that the project is delivered on time.
• Be the client representative and liaise with the technical team to ensure the client gets the best value out of the product.
• Ensuring to respond to client queries in a professional and timely manner.
• Providing clients with relevant information on the products and services offered by the company
• Train the client on the product during handover as well as support the client once the product has been handed over.
• Responsible for User Acceptance Testing (UAT), after product implementation has been completed.
• Payment milestone follow-ups
• Performing on-site visits to the client.
• Create documentation

Responsibilities under Passive Clients:

• Maintaining long-lasting business relationships with clients.
• Visit the clients once a month.
• Maintain constant communication with the client and resolve client queries & issues which will help in developing new business & scope of work.
• Handle Support Requests in a timeline manner
• Perform Case-Studies

Responsibilities as Client Servicing Manager:

• Manage the Client Servicing Associates (team of 3 including themselves)
• Assigning projects and tasks to Client Servicing Associates based on respective bandwidth and timeline.
• Review the performance of Client Servicing Associates (Job Scorecard, Task-list, Tasks) through regular touch points.
• Handle client escalations, ensuring relevant actions are done in a timeline manner.
• Lead regular meetings to discuss project progress, and support the team.
• Review current processes and implement new SOPs.
• Participate in leaderu2019s meetings and provide relevant feedback on team decisions.

Requirements

Skills:

• Business process mapping
• Project scoping & requirements gathering
• Project management
• Understanding of Business Applications and their functions (CRM, Books, Campaigns, Analytics, etc)
• Client engagement & communication
• Team management