Customer Success Specialist (Junagadh)

Role: Customer Success Specialist Executive assistants perform more than administrative tasks; they are often the executive’s “right-hand person” who enables them to advance company initiatives and goals. They filter and attend to the day-to-day functions that are part of the executive’s role so that the executive can focus on the high-level leadership and strategy functions. Your should include a brief overview of the company and the position’s key functions, as well as detailed information about responsibilities, skills and qualifications and benefits. Responsibilities 1. Client Relationship Ownership  Serve as the main liaison for assigned top tier clients, ensuring a white-glove experience.  Build trust and rapport with client leadership, becoming a strategic advisor to their business needs.  Conduct regular check-ins, QBRs (Quarterly Business Reviews), and performance review meetings. 2. Strategic Account Growth  Identify upsell and cross-sell opportunities based on client goals, operational needs, and industry trends.  Collaborate with the sales and solutions team to craft tailored offerings and proposals.  Monitor key account health metrics and proactively address risks to retention or satisfaction.
- CSM Team Leadership & Oversight  Manage and guide the internal CSM team assigned to various divisions and client segments.  Monitor CSM performance, provide coaching, and implement best practices across the team.  Ensure consistency in client relationship standards across all accounts.  Create knowledge-sharing mechanisms, review client interaction reports, and help team members resolve complex issues.  Act as the escalation point for critical situations that require leadership support or cross-functional coordination. 4. Internal Coordination  Work closely with delivery, operations, and technology teams to ensure SLAs and KPIs are met.  Champion the voice of the client internally push for improvements where needed.  Participate in on boarding and transition planning for current engagements.
- Reporting and Communication  Maintain clear records of client communication, feedback, and escalations.  Share monthly and quarterly performance reports with clients.  Track account plans, renewal timelines, and satisfaction scores (e.g., NPS).  Provide support for special projects. Qualifications and Experience  2–7 years of experience in client success, account management, or team leadership—preferably in outsourcing, financial services, or B2B SaaS.  Proven success managing CXOs or senior stakeholders.  Team management experience, preferably with cross-functional or multi-division CSM structures.  Strong business acumen and communication skills (verbal and written).  Ability to handle ambiguity and navigate complex account landscapes.  Experience with U.S., U.K., or Australian clients.  Exposure to the financial service industry  CRM tools like Zoho, HubSpot or Salesforce. Key Skills  Relationship-first mindset  Proactive and solutions-driven  High emotional intelligence  Strong follow-through and ownership  Ability to lead and inspire others  Excellent prioritization and escalation judgment Job Location, Work Timings and Work Model  Gandhinagar, Ahmedabad, Chennai  7.30 am – 4.30 pm  Full time Apply on Kit Job: kitjob.in/job/4n6wvm