Job Summary
We are looking for a Customer Success Specialist (CSS) to manage client relationships, ensure customer satisfaction, coordinate with internal teams, and support account retention and growth.
Roles & Responsibilities
- Manage client onboarding and ensure a smooth transition from sales to delivery.
- Act as the primary point of contact for assigned clients.
- Maintain regular communication and follow up on client requirements.
- Coordinate with internal teams to ensure timely delivery and issue resolution.
- Handle client concerns, escalations, and ensure timely closure.
- Monitor customer satisfaction and identify retention/churn risks.
- Identify upselling, cross-selling, and renewal opportunities.
- Maintain accurate client information and activities in the CRM.
- Prepare account status reports, client feedback reports, and QBRs.
- Build strong, long-term relationships with clients.
Key Skills
- Good communication and interpersonal skills
- Customer relationship management
- Active listening and empathy
- Problem-solving and conflict resolution
- Good organizational and time-management skills
- Basic knowledge of CRM and ticketing systems
- Basic reporting and analytical skills
- Proficiency in Google Workspace – Docs, Sheets, Meet
- Willingness to learn and work with new tools
Key Performance Indicators
- Customer satisfaction and retention
- Response and resolution time
- Renewal and account growth
- Upselling/cross-selling opportunities
- Timely communication and issue resolution
- CRM accuracy and activity tracking
Qualification
- Any Degree / BE / B.Tech – IT, Computer Science or related field
Experience
Job Location
Guindy, Chennai – On-site
Pay: ₹18,000.00 - ₹25,000.00 per month
Benefits:
- Flexible schedule
- Internet reimbursement
Work Location: In person
