Posted Sep 15, 2022 910 views
Create long-term, trusting relationships with our customers. The Customer Success Agent role is to oversee a portfolio of assigned customers to ensure customer satisfaction, develop new business from existing clients and actively seek new sales opportunities.
Responsibilities:
- Serve as the lead point of contact for all customer account management matters
- Takes over as the main point of contact after contract is signed, through life of contract
- Build and maintain strong, long-lasting client relationships through Quarterly meetings with every customer to ensure customer satisfaction and look for upsell opportunities
- Manage project deployments through post deployment customer meetings to evaluate customers satisfaction with various team members engaged throughout the project
- Generate feedback reports for department managers on team members who need improvement found in post deployment and quarterly customer meetings
- Negotiate contract renewals and close agreements to maximize profits
- Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
- Ensure the timely and successful delivery of our solutions according to customer needs and objectives
- Bridges gap between customer and Project Manager / TAC for information collection, site surveys and deployment
- Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
- Develop new business with existing clients and/or identify areas of improvement to meet sales quotas
- Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis
- Monitors service and billing tickets and follows up to ensure customer satisfaction
- Monitor and analyze customer's usage of our product
- Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts)
- Prepare reports on account status
- Collaborate with sales team to identify and grow opportunities within territory
- Assist with challenging client requests or issue escalations as needed
Requirements
- Proven work experience as an Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager or relevant role focused on customer success and satisfaction assurance
- 1-2 years of experience
- Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
- Solid experience with CRM software
- Experience delivering client-focused solutions to customer needs.
- Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
- Natural relationship builder with integrity, reliability and maturity
- Ability to prioritize among competing tasks
- Critical thinking and problem solving skills
- Understanding of website development, marketing, measurement and analytics, content management, digital marketing and internet technology
- Excellent time and project management skills.
- Excellent listening, negotiation and presentation abilities
- Strong verbal and written communication skills
- BA/BS degree in Business Administration, Sales or relevant field
Skills
Job Details
Metro Consulting Grid Pvt. Ltd.
MCG brings together a group of highly professional and competent personnel possessing diversified experience in their respective areas of expertise. MCG provides consultancy in a number of specialized areas including Information Technology, Environment, Energy, Water & Sanitation and Public Health. In addition to this the firm is equipped to provide Project Management Services and handle Engineering Projects, Sustainable Industrial Development, Technical & Management Training, Market Research and IT Consultancy.
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