Client Success Executive

Client Success Executive

• Location: Kolkata Sector V
• Experience: 34 years of relevant experience
• Reports to: Client Success Manager & India Sales Head
• Type: Full-time
• Position Overview
• Youll be the bridge between clients and delivery teams (creative, media, SEO, tech),
• ensuring on-time, on-scope, on-quality delivery. This role has a clear growth path into Client
• Success Manager (CSM).
• Key Responsibilities
• Client Communication & Relationship
• Draft/share status updates, follow-ups, reminders, and meeting agendas, MOMs, recap emails.
• Run WBR/MBR/QBR cadences, track action items to closure.
• Build trust by setting expectations, clarifying scope, and handling escalations with poise.
• Delivery Ownership (Digital Marketing Focus)
• Own the deliverables tracker across SEO, Performance (Google/Meta),Social/Content, Email, Landing Pages/Web and Creative.
• First-line QA before client share: copy/typos, brand compliance, UTM tagging, links,device checks, pixel/GA4 events, form submissions, landing page speed, ad spec fit.
• Coordinate dependencies with creative, media, SEO, content, and dev; unblock via timely escalations.
• Manage change requests (CRs), scope adherence to SOW/SLAs, and maintain a risk register with mitigations.
• Reporting & Insights
• Compile weekly/monthly performance dashboards; highlight wins, gaps, and next actions.
• Prepare review decks with clear insights, ROI narratives, and an optimization backlog.
• Documentation & Commercial Hygiene
• Keep all communications traceable (MOMs, tickets, comments).
• Provide inputs for invoicing, effort logs, renewals, and upsell/cross-sell opportunities.
• Skills & Qualifications
• 34 years in client success/account management for digital marketing projects.
• Excellent written & verbal communication; crisp, structured documentation.
• Strong project/ops skills: timelines, dependencies, SLAs, stakeholder management.
• Working knowledge of SEO/SEM/PPC, social, content, email, landing pages, and basic web concepts.
• Hands-on with: Google Workspace, Sheets/Excel, Monday.com/Asana/Notion, GA4, Google Ads, Meta Ads Manager, Looker Studio; nice-to-haveJira/HubSpot/Slack.
• Certifications (good-to-have): Google Ads, Meta.
• Comfort with US/EMEA overlap hours when needed.
• Success Metrics (KPIs)
• On-time delivery %, SLA adherence, and incident rate
• Client satisfaction (CSAT/NPS) & renewal/retention
• Response/Resolution TAT for client requests
• Execution of WBR/MBR/QBR cadence (attendance, actions closed)
• Quality score of deliverables (QA pass rate)
• Qualified upsell/cross-sell opportunities created
• Compensation & Benefits
• Salary: Competitive and aligned with market standards, plus performance-linked incentives/bonus (based on KPIs like CSAT, SLA adherence, delivery quality, renewals/upsell).
• Benefits (as per company policy):
• o Health insurance/mediclaim (employee; dependents as per policy)
• o Provident Fund / ESIC (as applicable)
• o Paid time off: casual, sick, earned leave; company holidays (including regional festivals)
• o Hybrid/flexible work arrangements; overlap allowance if applicable
• o Laptop & required software/tools; mobile/internet reimbursement where applicable
• o Gratuity as per statute (eligibility per law)

• IT Services and IT Consulting

Full-time