Client Success Manager | Financial Services | Gurugram |

Job Role: Client Success Manager (CSM)

Exp 6-10 Years

Location: Gurugram HR

Role Objective

Key Job Role and Responsibilities

1. Manage a

   portfolio of

   Key Accounts, establish productive, professional, and profitable relationships with key personnel and CXO s in assigned customer accounts.

2. Lead, mentor and train a team of account managers.

3. Coordinate with various departments

   within the organization, including support, service, technology and manage resources, to ensure seamless functioning of the client accounts.

4. Responsible for

   client receivables; planning and execution of contract renewals.

5. Continuously identify opportunities for up-selling /cross-selling the product portfolio & meet assigned targets for profitable sales volume and strategic objectives.

6. Proactively

   lead a joint company-strategic account planning process that develops mutual performance objectives, financial targets& critical milestones

   .
7. Maintain a

   consistent schedule of online meetings with the client to manage performance objectives, customers expectations and assess customer needs on an ongoing basis.

8. Document

   all requests and comments made by clients to ensure timely feedback and follow-up actions of client

   escalations.

9. Lead solution development efforts that best address customer needs, while coordinating the involvement of all necessary

10. Act as the

    dedicated relationship manager for assigned member- HNI and UHNI’s.

11. Curate

    introductions between members to maximize network value.

12. Organize and coordinate exclusive events, roundtables, and experiences.

13. Maintain

    high touch points through personalized communication.

14. Track satisfaction, anticipate needs, and resolve concerns proactively.

15. Drive

    membership renewals and upsell premium offerings.

16. Onboarding: New Customer Onboarding is the most important task for any customer success manager.

17. Renewals: Customer renewals keep the recurring revenue recurring

    . Follow up on current month or quarter renewals to avoid any last-minute surprise

18. Upsell Campaigns: Upsell, expansion and upgrades are the three core ways to drive portfolio growth

    . A focused campaign or a planned nurturing campaign requires good timing, data, and strategy to be effective.

19. Core Competencies:

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Preferred Candidate Profile:

–8 years in client relationship management within luxury, hospitality, wealth management, or membership clubs.

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6. Ability to work under pressure and manage multiple