Job description

About the job

A Client Success Executive will be working full-time onsite at our Coimbatore office. Client Success Executive is responsible for ensuring the satisfaction and retention of our clients by providing exceptional service, managing escalations, and identifying opportunities for improvement. This role requires strong communication, listening, and problem-solving skills and the ability to work collaboratively with internal teams to support client needs.

Key Responsibilities (KRA):

• Client Relationship Management: Build and maintain strong relationships with clients, ensuring their needs are met and their satisfaction is prioritized.
• Escalation Management: Handle and resolve escalated client issues promptly and effectively, ensuring client satisfaction.
• Opportunity Identification: Identify opportunities for improvement within our services and proactively work to implement changes.
• SLA Adherence: Ensure all service level agreements are met, maintaining high standards of service delivery.
• Internal Collaboration: Work closely with internal teams to ensure seamless support and service delivery to clients.
• Reporting: Regularly report on client satisfaction, retention rates, and any areas of concern or opportunity.

Key Performance Indicators (KPI):

• Client Satisfaction Rate : Monitor and improve client satisfaction through surveys and feedback.
• Escalation Resolution Time: Ensure timely resolution of escalated issues, tracking and improving response times.
• Retention Rate: Work towards increasing client retention rates by addressing concerns and improving service delivery.
• SLA Compliance: Maintain a high level of SLA compliance, tracking and reporting on any deviations.
• Internal Collaboration Metrics: Measure the effectiveness of internal collaboration through feedback and team performance metrics.
• Revenue Growth: Contribute to revenue growth by identifying and implementing strategies to increase client engagement and satisfaction.

Qualifications:

• A bachelors degree in business administration, management, or a related field is optional,
• Minimum 1 to 3 years of experience in client success from a B2C sector .
• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Proficiency in MS Office and client relationship management tools.
• Experience in the fitness or wellness industry is a plus.