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Job Title: Senior Customer Success Specialist
Location City: Gurgaon
Industry: Research and Advisory Services
Company: Everest Group
About Everest Group
Everest Group is a research firm focused exclusively on IT, business process, and engineering services – this specialization results in a depth of expertise that our clients find invaluable when making critical, strategic decisions related to their use and delivery of sourcing services. The Global 1000 – the largest and most complex companies of the world – use our services to guide their journeys to achieve heightened operational and financial performance, accelerated value delivery, and high-impact business outcomes. Founded in 1991, we serve clients around the world.
Job Overview
Everest Group’s focus over the years has been on increasing its renewals business with customers and for that each customer relationship needs to be strategically managed. Customer acquisition is only the first step in a continuing journey both for the company and the customer. The customer success/account management role focuses on monitoring these customer relationships as key assets and providing solutions to the core issues of customer portfolio development, specifically retention and expansion. The three key elements of this role are – in-depth knowledge of the customer, expertise in the product or offering being sold and ability to identify opportunities, which combine to give the necessary tools to the sales team to focus on their pursuits and derive the maximum yield out of existing relationships, thereby also ensuring customer satisfaction. Simply put, it’s all about identifying a need and fulfilling that need for our customers.
Key Responsibilities
- Liaise with internal teams including sales, account management and analysts, to deliver excellent service to clients
- Serve as a point of contact for all customer account management matters, including inquiry, training, onboarding, and reporting
- Develop trusted relationships with contacts at key client accounts, including stakeholders and executive sponsors at those clients
- Track usage metrics and prepare engagement reporting for clients using Excel and data visualization tools
- Triage and forward client requests, track and pursue responses, and issue escalations as needed
- Seek to improve the entire client experience continuously
- Use knowledge and insight gained from client interactions to identify new business opportunities
- Profile clients by gathering information from external and internal sources, including financial statements, annual reports, published articles
- Work closely and maintain strong working relations with multiple internal and client stakeholders
- Accountability of the complete RFI process (data gathering) for analysis and reporting.
- Identify process improvement opportunities in the RFI process and drive compliance from all analyst teams
- Be the go-to person for all queries and troubleshooting for the RFI process and the primary change agent
Skills and Activities
- Strong oral and written communication skills, including attention to detail
- Good experience with MS Office (particularly MS Excel and MS PowerPoint)
- Exposure to CRM software (e.g., Salesforce or ZOHO) is preferable, not mandatory
- Ability to interact and effectively work with others in a team environment
- Attention to detail
- Excellent data interpretation skills and ability to create dashboards
- Experience of online training will be an advantage
- Ability to multi-task, work under pressure and successfully manage deadlines
- Self-motivated and able to prioritize and work independently
Education and Experience
We are seeking a high calibre individual to maintain our exceptional standards. This person should have:
- Any graduate or postgraduate from any stream
- 3-6 years of experience in Account management, sales support, client/account intelligence, sales enablement, customer success
- History of excellence in academics, personal and vocational achievements
