Customer Success Associate

Shift timings: 1 p.m. – 10 p.m.

Job Responsibilities:

1. Perform the role of the Account Manager for named accounts with objective of keeping them engaged throughout the year so that renewals happen without the objections.
2. At least touch base with each customer at least 7-8 times in a year to keep them engaged and increase their participation in organization events, webinars, report consumption, etc.
3. Schedule periodic calls as established with line Sales Manager.
4. Schedule Kickoff calls (first 30 days of subscription year) and Midyear Reviews (150-210 days into the subscription year) to occur between the account manager and the client.
5. Schedule Advisor-Client and Advisor-Prospect meetings such as vendor briefings, quarterly Advisor Access calls.
6. Enter meeting and engagement activity into salesforce.com CRM system.
7. Log all client communication/interaction in salesforce.com (emails, calls made, materials sent, engagement plans and proposals created, etc.)
8. Update contact records in salesforce to reflect contact roles (buying roles) and maintain accurate email, phone, title information.
9. Debrief weekly (or more frequently) with account manager on tasks, roadblocks, suggestions to ensure strong alignment on account expectations.

Qualifications:

1. Excellent oral and written communication skills
2. Strong organizational skills
3. Strong IT skills with the ability to learn new tools in role
4. English fluency

Prior Experience:

1. Having worked with managing accounts in the US or Europe region.
2. Prior experience of having performed role of Account manager, Inside Sales executive for named accounts.
3. Having worked on Salesforce to record conversations.
4. Calendar management
5. Executive level communication (especially written)
6. Prior experience as an administrative assistant would be helpful.