Client Success Executive

About The Company

Role Description

Key Responsibilities

• Client Relationship Management: Build and maintain strong relationships with clients, ensuring their needs are met and theirsatisfaction is prioritized.
• Escalation Management: Handle and resolve escalated client issues promptly and effectively, ensuring client satisfaction.
• Opportunity Identification: Identify opportunities for improvement within our services and proactively work to implementchanges.
• SLA Adherence: Ensure all service level agreements are met, maintaining high standards of service delivery.
• Internal Collaboration: Work closely with internal teams to ensure seamless support and service delivery to clients.
• Reporting: Regularly report on client satisfaction, retention rates, and any areas of concern or opportunity.
  

Key Requirements

• Client Satisfaction Rate: Monitor and improve client satisfaction through surveys and feedback.
• Escalation Resolution Time: Ensure timely resolution of escalated issues, tracking and improving response times.
• Retention Rate: Work towards increasing client retention rates by addressing concerns and improving service delivery.
• SLA Compliance: Maintain a high level of SLA compliance, tracking and reporting on any deviations.
• Internal Collaboration Metrics: Measure the effectiveness of internal collaboration through feedback and team performance
  

• Revenue Growth: Contribute to revenue growth by identifying and implementing strategies to increase client engagement
  

Qualifications And Skills

• A bachelor's degree in business administration, management, or a related field is optional
• 2 to 3 years of experience in client success, customer service, or a similar role in the B2C sector.
• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Proficiency in MS Office and client relationship management tools.
• Experience in the fitness and wellness industry is a plus.