Customer Success Lead

Department Customer Success

Designation Customer Success Lead

Location Chennai

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 customers 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 clients 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 theres 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

07-12 years of experience in Customer Success/Account Management/ customer service/ guest relations roles

Qualification

Hotel Management Graduate/ Graduate