Client Success Executive

Client Success Executive

Location: Kolkata – Sector V

Experience: 3–4 years of relevant experience

Reports to: Client Success Manager & India Sales Head

Type: Full-time

Position Overview

You’ll 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

• 3–4 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-have—Jira/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