Customer Service Specialist

As a Customer Success Associate based in Thane, Mumbai, you will play a crucial role in managing customer relationships, particularly with complex, large, or high potential clients. Your primary objective will be to ensure the highest level of Customer Satisfaction and address challenges effectively. Moreover, you will have the responsibility of mentoring and overseeing senior members of the Customer Success team. Your key responsibilities will include managing customer relationships through a dedicated Customer Success Team, owning the commercial relationship with multiple customers to drive revenue retention and growth, identifying opportunities for value-add, resolving issues promptly, and exploring ways to enhance customer experience beyond contractual obligations. Collaboration and knowledge sharing with peers will be essential to maximize value for all customers. Additionally, you will be expected to focus on key/major customers to capitalize on significant business opportunities through effective collaboration. Qualifications for this role include previous experience in directly managing customer relationships, a strong accent and exposure to international clients, a solid understanding of managed services and project delivery, familiarity with customers of various sizes and sectors, proven ability to build strong customer relationships leading to growth and advocacy, and a track record of meeting commercial targets. To excel in this role, you must possess key traits such as adaptability to changing circumstances, influencing skills to drive desired outcomes, commercial acumen to balance revenue goals and margins, collaborative mindset to foster cross-functional relationships, active listening skills to understand customer needs and enhance their experience, creativity in problem-solving, empathy to see situations from multiple perspectives, ability to challenge constructively, and strong troubleshooting skills with a systematic approach to problem-solving. Overall, as a Customer Success Associate, you will be at the forefront of ensuring customer satisfaction, driving revenue growth, and fostering long-lasting relationships with clients while continuously seeking opportunities to add value and enhance the overall customer experience.,