Lead – Customer Success

Urgent
Application deadline closed.

Job Description

Location:  Bangalore/Chennai/Hyderabad/Pune

Experience Required:  

5+ Years in Account and Relationship Management roles and managing a team of 1-2 individuals is a must 

B2B Experience is a must 

Working with the HR community and having experience in wellness/recruitment/travel solutions is good to have the skill 

Qualifications – Graduate/MBA with over 4+ years’ experience driving account management relationships

Salary: 10-12L (80Fixed, 20 Variable) 

Job Responsibility: 

At 1to1help we define customer success basis follow focus areas. 

Build and expand penetration and impact in a portfolio of accounts (Trusted partner) 

  • As a customer success lead you will be the custodian of a portfolio of sponsors (Accounts) and will be responsible to own the P&L, Impact and Retention of that portfolio.  
  • Ensure 20-30% growth in revenue within the portfolio (Cross-sell, upsell) 
  • Ensure 98% Renewal of revenue in the portfolio  
  • Drive strategic relationships and collaborate with customers in driving utilization of our platform and services basis benchmarks and metrics.  
  • Become a trusted partner and generate 4.5+ CSAT Scores for the portfolio of accounts 
  • Create case studies and referral sponsors from your portfolio- which can impact indirect brand and sales  
  • Penetrate deeper into accounts/sponsors  
  • Coordinate and collaborate and ensure customer delivery and customer success 

Adhere and drive automation and process-driven customer delivery 

  • We think how you do something is as important as what you do hence: 
  • Ensure processes are followed key indices are met  
  • Being organized and efficient is critical  
  • Being conversant with tools and digital approaches to deliver outcomes is key 
  • Ensure the teams are trained on becoming consultative and product-oriented and are able to provide high levels of partnership and advise in Emotional Wellbeing for the Sponsors 

Leverage data and provide insights and innovation 

  • Collaborate with various teams to ensure innovative and impactful service delivery  
  • Create right metrics present impact and deliver outcomes for sponsors 
  • Leverage data to cross-sell products and innovative ideas for customers 
  • Provide advisory insights and program manage emotional wellbeing for the sponsors 
  • Be the driver of creating Psychologically Safe and Emotionally strong organizations 

Be a champion of change and transformation 

  • Be a quick learner 
  • Good communication and listening skills 
  • Ability to immerse in product and the domain  
  • Ability to be action and outcome-oriented 
  • Team Player