Roles & Responsibilities

1.

Client

Onboarding & Relationship Setup Objective: Establish a strong foundation for the client relationship from day one, ensuring a smooth transition from sales to delivery. Responsibilities :Lead structured onboarding calls to introduce processes, points of contact, and communication channels. Set clear expectations on deliverables, timelines, and success metrics from the outset. Coordinate with sales and delivery teams to ensure a seamless handover of account context. Document client goals, preferences, and key stakeholders in the CRM. Create and share onboarding checklists and welcome materials. Identify early risks or misalignments and address them proactively.

2.

Account

Management & Relationship Ownership Objective: Serve as the primary point of contact and trusted advisor for assigned client accounts.

Responsibilities Own the end-to-end relationship for a portfolio of client accounts. Build rapport and trust through consistent, proactive engagement. Maintain a transparent understanding of each client's business objectives and success criteria. Coordinate internally across teams to ensure client needs are met on time. Track account history, decisions, and commitments accurately in the CRM. Act as the client's advocate internally, representing their interests in planning discussions.

3.

Client

Communication & Coordination Objective: Maintain clear, consistent, and professional communication that keeps clients informed and engaged.

Responsibilities Schedule and lead regular check-ins, status updates, and review meetings. Prepare and circulate meeting recaps, action items, and follow-ups. Ensure timely responses to client queries across email, calls, and messaging channels. Coordinate cross-functional communication between clients and internal delivery teams. Maintain a single source of truth for client conversations and commitments. Adapt communication style and cadence to each client's preferences.

4.

Issue

Resolution & Escalation Management Objective: Resolve client concerns quickly and effectively, minimizing impact on the relationship.

Responsibilities Serve as the first point of contact for client concerns and complaints. Diagnose issues accurately and coordinate with relevant internal teams for resolution. Escalate high-priority or unresolved issues through the appropriate channels. Track issue status and ensure timely closure with clear communication to the client. Maintain a log of recurring issues to identify systemic improvement opportunities.



Follow up after resolution to confirm client satisfaction.

5.

Client

Retention & Satisfaction Objective: Proactively manage client health to maximize satisfaction, loyalty, and long-term retention.

Responsibilities Monitor account health indicators to identify at-risk clients early. Conduct regular satisfaction check-ins and gather structured feedback (e.g. CSAT, NPS). Develop and execute retention plans for accounts showing signs of dissatisfaction. Recognize and reinforce positive outcomes and wins with clients. Support renewal conversations with a clear record of delivered value. Identify and address root causes of churn risk before they escalate.

6. Upsell & Growth Identification Objective: Identify and support opportunities to expand the value delivered to existing clients.

Responsibilities Recognize opportunities for upsell, cross-sell, or expanded scope based on client needs. Partner with sales teams to develop and present growth proposals. Track client usage patterns and outcomes to surface expansion opportunities. Position new services or offerings in the context of the client's evolving goals. Support contract renewals and negotiations in coordination with sales and leadership. Balance growth conversations with maintaining trust and service quality.

7. Reporting & Account Health Monitoring Objective: Maintain accurate, actionable visibility into account status and performance for internal stakeholders.

Responsibilities Maintain up-to-date account records, notes, and health scores in the CRM. Prepare regular account status reports and Quarterly Business Reviews (QBRs). Track key relationship metrics such as satisfaction scores, response times, and retention. Flag accounts requiring leadership attention or cross-functional support. Summarize client feedback trends for product, delivery, and leadership teams. Ensure reporting accurately reflects account status for forecasting and planning.

Deliverables The Customer Success

Executive / Customer Relationship Executive is expected to consistently deliver:



Client onboarding documentation and welcome materials Account plans and relationship maps Meeting recaps and action item logs Issue and escalation logs Client satisfaction (CSAT/NPS) reports Retention and risk-mitigation plans Upsell and renewal proposals Quarterly Business Review (QBR) decks Account health score reports CRM records and activity logs Ownership The Customer Success Executive / Customer Relationship Executive is accountable for: Overall health and satisfaction of assigned client accounts Timely and transparent client communication Accurate CRM documentation of account activity and decisions Issue resolution and escalation follow-through Client retention and churn risk mitigation Identification of upsell and growth opportunities Internal coordination on behalf of the client Consistency between client expectations and delivered outcomes Key Performance Indicators (KPIs) Performance will be measured using, but not limited to: Client retention rate Customer Satisfaction (CSAT) and Net Promoter Score (NPS) Average response and resolution time Renewal rate Upsell / cross-sell revenue generated Churn rate across managed accounts Meeting cadence adherence Escalation resolution time Overall contribution to account growth and retention targets Skills &

Competencies Technical Skills CRM platforms (e.g. Salesforce, HubSpot, Zoho) Account planning and relationship mapping Ticketing and support tools (e.g. Zendesk, Freshdesk) Basic reporting and account analytics Contract and renewal fundamentals Client communication tools (email, video conferencing, messaging platforms) Professional Competencies Relationship building and interpersonal skills Empathy and active listening Clear written and verbal communication Conflict resolution and negotiation Organization and time management Proactive problem-solving Adaptability across client personalities and needs Attention to detail Tools & Technologies The Customer Success Executive / Customer Relationship Executive is expected to be proficient in the following tools to support account management, communication, and reporting.

Core Tools & Systems :

Basic CRM Knowledge Project Management Tools Ticketing System

Google Workspace :

Google Meet , Google Docs,Google Sheets ,Google Apps Script

Qualification : Any Degree /BE & BTech IT , CS

EXperience : Fresher / 0-2 Years

Internship Duration & Stipend (if applicable):

Job Location / Work Mode: On-site - Guindy, Chennai

Pay: ₹18,000.00 - ₹25,000.00 per month

Benefits

- Flexible schedule
- Internet reimbursement

Work Location: In person

📌 Customer Success Executive (Guindy)
🏢 South India Shelters Private
📍 Guindy