Customer Success Specialist

Role:

Customer Success Representative - Upselling & Reactivation

About the Role:

We are looking for a dynamic and results-driven individual to join our Client Success Team. In this role, you will be responsible for nurturing relationships with our existing clients, identifying opportunities for upselling and cross-selling, and re-engaging inactive clients to bring them back into the fold. It is an Opportunity to make a measurable impact on the companys growth. Work in a collaborative and supportive environment. Competitive salary, performance-based incentives and professional growth and development.

Roles and Responsibilities:

? Client Engagement: Proactively reach out to existing clients to understand their needs, resolve concerns, and identify growth opportunities.

? Upselling & Cross-Selling: Present relevant services or products that align with the clients needs and create tailored proposals to increase their investment in our offerings.

? Client Reactivation: Identify inactive or dormant clients, analyze the reasons for inactivity, and develop customized strategies to re-engage them.

? Account Management: Build strong, long-term relationships with clients, acting as the main point of contact for their inquiries and needs.

? Data-Driven Approach: Use CRM tools and analytics to track client activity, identify upsell/cross-sell opportunities, and measure success.

? Collaboration: Work closely with the marketing, sales, and technical teams to align efforts and deliver consistent client experiences.

? Client Feedback: Collect and analyze client feedback to improve service offerings and enhance satisfaction.

? Reporting: Prepare and present regular reports on client engagement metrics, upselling performance, and reactivation progress.

Qualifications and Experience:

? Experience: 2+ years in account management, sales, or client success roles with a proven track record in upselling and reactivation strategies.

? Communication: Exceptional verbal and written communication skills with the ability to persuade and build rapport.

? Customer-Centric: A client-first mindset with a passion for exceeding customer expectations.

? Analytical Thinking: Strong ability to analyze client behavior and identify growth opportunities.

? Problem Solving: Proactive problem-solver who can address client concerns with innovative solutions.

? Technical Proficiency: Familiarity with Zoho CRM and excel is a plus.

? Team Player: Ability to work collaboratively across teams to achieve shared goals.

Job Location, Work Timings and Work Model:

? Tower 1, GIFT City

? 5.30 am to 2.30pm (All Saturdays off)

? Full time