Customer Success Executive

Job Title: Customer Success Executive ( Retention )

Location: Gurugram, Haryana

Market: North America

(Female Candidate Preferred )

Role Overview: The Customer Success Executive will focus on maintaining and strengthening relationships with existing customers through regular communication via calls, emails, and text. The role includes conducting customer experience surveys, handling renewals, sharing promotions, resolving concerns, and identifying opportunities for upselling and cross selling.

Responsibilities:

Make outbound calls, emails, and text communications to existing customers for experience surveys, renewal reminders, and promotional campaigns.

Engage existing customers to gather service feedback, resolve grievances, and identify opportunities for upselling or cross-selling relevant services.

Contact potential customers, understand their concerns, provide on-call resolutions, and close sales where applicable.

Manage and resolve client queries, complaints, and escalations effectively within defined turnaround times.

Coordinate closely with internal departments (Support, Sales, and Operations) to ensure timely issue resolution and customer satisfaction.

Deliver a high-quality customer experience through professional communication, empathy, and solution-driven engagement.

Maintain consistent productivity and achieve assigned KPIs and KRAs for renewals, retention, and customer engagement.

Ensure compliance with call quality guidelines and maintain professional etiquette during all customer interactions.

Create engaging customer communication content for emails, SMS, and feedback outreach campaigns

Track customer touchpoints and feedback using CRM tools, and share reports on satisfaction trends and recurring issues.

Proactively identify risks of churn and initiate preventive engagement actions.

Ideally, you should have:

Minimum 1 Year experience in International BPO - Sales/Upselling/Cross-Selling process/Customer Service – Outbound preferred

Strong phone, verbal & written communication skills along with active listening & with a professional and empathetic tone.

Familiarity with email marketing tools, text messaging platforms, and CRM systems (highly preferred).

Ability to create simple customer-facing communication templates or content for engagement.

Strong multitasking ability (Type & Talk) and high attention to detail.

Proven record of achieving KRAs and maintaining productivity standards.

Excellent communication, problem-solving, and customer relationship management skills.

Time management and prioritization skills with a proactive and positive attitude.

Graduate degree in any discipline; background in sales, customer service, or marketing is an advantage.

We offer:

Salary – Negotiable, as per industry standards

Lucrative Incentives as per Performance

Meal/Refreshments

5 Days Working – US Shifts – Rotational Shift & Week Offs

Both Side A/C Cabs