JD, KRA & KPI of Customer Success Partner Executive / Sr. Executive – Review Department

Name: Location: Vision Edge, Surat

Key Responsibilities

- Review Execution (70%) Schedule and conduct client reviews aligned to preset SOPs and quality standards Conduct in-depth pre-review analysis and document insights Capture minutes of the review meetings, share with stakeholders, and update audit books Use trackers and DAR (Daily Action Reports) to follow up on implementation progress Maintain digital and physical filing systems for client records Attend and present updates in weekly and monthly department meetings Use the escalation matrix to resolve grievances promptly and professionally

2. Revenue Generation (30%) Identify client needs and gaps during reviews Cross-sell and upsell appropriate Smmart programs and services Contribute to monthly revenue goals via service-led consultative selling Explore and propose new revenue-generating ideas based on client interaction

3.

Client

Engagement & Capability Building Build trusted client relationships that drive program continuation and referrals Handle objections and complaints with composure and confidence Drive customer retention through outstanding review quality and relationship management Plan and execute customer events and meets to build loyalty and engagement Continuously read, research, and stay updated on industry and business trends Upgrade knowledge on client industries and prepare customized review strategies

- Internal Collaboration Work closely with content, sales, delivery, and training teams Coordinate with internal departments for review alignment and client requirements Ensure internal stakeholders are informed about review outcomes and action plans KRA KPI Numbers Quality & Quantity of Reviews - No. of reviews conducted per month as per targets - Review quality audit score (internal rating system)



Implementation Effectiveness - % of actionable implemented by clients - No. of success stories created Revenue Generation via Reviews - Revenue generated from upselling/cross-selling - % of reviews resulting in product/service upgrade Customer Retention & Satisfaction - Retention rate of reviewed clients - Client satisfaction scores (post-review feedback) CRM & Documentation Accuracy - Timeliness and accuracy of implementation trackers & review minutes Event Management & Participation - No. of events managed or contributed to

Core Competencies & required skills: Strong interpersonal and communication skills Consultative service orientation Independent execution and time management Persuasive and empathetic client interaction High emotional intelligence and professionalism Proficiency in MS Office (Word, Excel, PowerPoint) Ability and willingness to travel locally for client visits

Experience / Qualifications: MBA (HR/Marketing) / PGDM / BBA / bachelor’s in business studies or relevant field 2+ years in customer servicing, relationship management, PMP Certification or consultative sales Exposure to client interaction, documentation, and grievance handling Industry Preference: Service Industry or similar industry

No. of years of experience: Minimum 2

preferred (Consulting) Gender Preference: Female / Male Compensation: Based on prior experience.

Grade: To be confirmed later

Department: Review Department

Location: Surat

No. of Vacancies: 1 Position

Reporting to: Head – Review Department / Lead Trainer

Any other remarks: Energetic, self-motivated, and well-groomed Curious and updated with business and economic trends Solid documentation and reporting skills Team player with a positive attitude and client-first approach

Pay: ₹40,000.00 - ₹90,000.00 per month

Benefits

- Cell phone reimbursement
- Paid time off

Work Location: In person

📌 Senior Executive- Reviews (Surat)
🏢 Smmart Training u0026 Consultancy Services
📍 Surat