Global University Systems is an international education group that empowers students to transform their lives through education We believe education drives careers lives and society forward enabling a brighter future for all Our network of 30 institutions offers the broadest range of industry-relevant skills through inclusive accessible and digital-first learning We currently educate around 122 000 students on campuses worldwide and have 20M unique subscribers to our courses Our global ecosystem powers accessible digital learning and academic achievement Position The Customer Success Executive is responsible for ensuring that customers achieve set goals and outcomes for GUS products and services and increase client engagement on GUS IBD initiatives It typically involves several stages including onboarding ongoing support and renewal Onboarding The onboarding process is critical for setting the right expectations and ensuring that customers have the tools they need to succeed During this stage you should introduce customers to our product and service provide training and help them set goals Client Engagement Performance Management Ongoing support Once customers are up and running it s essential to provide ongoing support to ensure that they continue to succeed This might involve proactive outreach answering questions providing resources and troubleshooting issues Build long-term relationships that benefit both the customer and GUS Own overall relationship with assigned clients which includes managing onboarding implementation training increasing adoption ensuring retention and high levels of customer satisfaction Establish a trusted and strategic advisor relationship to help drive the continued value of our products and services Maintain and develop customer success strategies and best practices as well as customer support content with the help of the creative team Communicate effectively with both internal and external senior-level management to understand customer needs maximize retention and growth and communicate learnings Maintain existing customer success metrics and data as directed Developing programs and procedures to enhance customer experience process productivity and performance Liaison with stakeholders at various levels and help the team complete accurate reconciliation in a timely manner while delivering world-class service to our business partners Onboarding and training CSMs are responsible for onboarding new customers and training them on how to use the company s products or services effectively Building relationships CSMs build strong relationships with customers and act as their primary point of contact ensuring that they receive the support they need throughout their customer journey Customer retention CSMs are responsible for retaining customers and preventing churn by proactively identifying and addressing customer issues and by providing excellent customer service Upselling and cross-selling CSMs identify upsell and cross-sell opportunities by understanding the customer s needs and goals and recommending additional products or services that can help them achieve their desired outcomes Collaborating with internal teams CSMs collaborate with internal teams including sales product development and marketing to ensure that the customer s needs are met and that the company is delivering value to its customers Customer advocacy CSMs act as customer advocates within the company ensuring that the customer s voice is heard and that their needs and feedback are incorporated into the Account Management decision-making processes Review the customer journey identifying how it s supported taking a consultative approach in helping clients overcome issues and achieve goals Facilitate interaction and workflow between project team members including third-party service providers to ensure deliverables are on time Collaborate problem-solve and or strategize upcoming client meetings with team members Prepare necessary documentation or visuals for the client to demonstrate the performance of campaigns analyse trends in C-Sat NPS scores to identify areas of improvement Work with the sales and marketing team to drill customer references and develop case studies Requirements Bachelor s Degree 3 Years of experience in Account Management Business Development Relationship Management Customer Service experience Client Onboarding Offboarding Customer Success Manager Student Recruitment Business Development Key Account Management Communication Must have excellent communication skills to build and maintain strong relationships with customers This includes active listening transparent and concise writing and verbal communication Empathy Empathetic to understand the customer s needs goals and challenges and to provide personalized support Problem-solving Must be a creative problem solver who can identify customer issues find solutions and implement them effectively Analytical Must be able to analyse customer data to identify trends and patterns and to use this information to make data-driven decisions Time-management Ability to manage time effectively to balance the needs of multiple customers and prioritize tasks Technical A CSM must have a basic understanding of the company s products or services to provide effective support and guidance to customers Sales A CSM should have a basic understanding of sales and marketing principles to identify upsell and cross-sell opportunities and to communicate effectively with the sales team Project management A CSM must have strong project management skills to ensure that customer goals are achieved within the desired timeline and budget Advanced Excel Power BI Salesforce Additional Information Evening Shift EMEA and North American Regions Other information Please note this position is only available on our Consultancy Agreement We acknowledge receipt of your resume for a position at Global University Systems and sincerely appreciate your interest in our company We will screen all applicants and select candidates whose qualifications meet our requirements We will carefully consider your application during the initial screening and will contact you if you are selected to continue for the next stage of the recruitment process Please share your CV in English We wish you every success GUS is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex race disability age sexual orientation or religion or belief

📌 Customer Success Executive (Telangana)
🏢 Global University Systems
📍 Telangana