Relationship Management
- Act as the primary point of contact for assigned customers, both internally and externally, ensuring all communications and needs are addressed effectively.
- Proactively identify gaps within customer programs and recognize opportunities for improvement to better serve client needs.
- Clearly communicate the value proposition of FADV, demonstrating a thorough knowledge of pricing, procedures, and competitive advantages.
- Develop and propose pricing strategies, terms, and conditions for contract renewals, while ensuring all necessary approvals and signatures are obtained.
- Lead bi-weekly engagement calls with customers and provide thorough meeting recaps to ensure transparent communication and follow-up.

Service Delivery
- Actively resolve problems and pursue opportunities for product or service expansion, optimizing the overall customer experience.
- Collaborate with cross-functional teams to achieve customer objectives and deliver solutions tailored to client needs.
- Address customer concerns and questions promptly,



escalating issues as necessary to ensure resolution.
- Take full ownership of resolving customer issues, ensuring satisfaction and closure.
- Offer alternative solutions to address customer concerns and maintain high service standards.
- Strive to meet or exceed customer satisfaction KPIs, continuously improving customer experience.

Business Reviews and Reporting
- Deliver comprehensive reports and presentations that showcase FADV products and services to clients.
- Maintain and document open issues logs and project plans to ensure transparency and accountability.
- Track, measure, and document achievements, risks, and opportunities for strategic alignment for each assigned account.
- Prepare and deliver quarterly business reviews (QBR) to provide updates and insights to customers.

Administrative
- Ensure all data and forecast updates are completed accurately and on time.
- Manage customer contract events, ensuring all required

📌 Associate Customer Success Partner (Mumbai)
🏢 First Advantage
📍 Mumbai