Customer Success Manager

Job Title: Customer Success Manager

Location: Gurugram

Department: Customer Success

Company Overview:
Royser Foundation, part of the JS Dutta Group of Companies, is dedicated to preserving the natural world and safeguarding our environment for future generations. We focus on protecting forests, conserving natural habitats, and promoting sustainable practices. Our mission is to create a healthier planet, and we invite you to join us in this meaningful journey. For more information, visit Royser Foundation, JS Dutta Group.

Position Overview:
We are looking for an experienced and passionate Customer Success Manager to join our team and ensure that our clients achieve maximum value from our products and services. This role is vital to the growth and retention of our client base, as the Customer Success Manager will build strong relationships, drive customer satisfaction, and proactively identify opportunities to improve client outcomes. The ideal candidate is a solution-oriented professional with a deep understanding of customer needs, and a passion for delivering exceptional service.

Key Responsibilities:

• Customer Onboarding:
  Manage the onboarding process for new clients, ensuring a smooth and seamless experience from the start. Guide clients through the initial stages of using our wellness solutions and ensure they are set up for success.
• Relationship Management:
  Develop and maintain strong, long-term relationships with clients. Act as a trusted advisor, understanding their business needs and aligning our wellness solutions to help them achieve their goals.
• Customer Retention:
  Ensure high levels of customer satisfaction and retention by addressing any concerns, managing escalations, and providing ongoing support. Proactively identify potential issues and resolve them quickly to prevent churn.
• Product Education & Training:
  Conduct product training and provide guidance to clients, ensuring they fully understand the value and features of our wellness solutions. Help clients get the most out of their investment.
• Customer Advocacy:
  Serve as the voice of the customer within the organization, conveying feedback and insights to the product and marketing teams. Advocate for improvements based on customer needs and market trends.
• Metrics & Reporting:
  Monitor and report on customer health, satisfaction, and engagement metrics. Use data to track success, identify potential risks, and develop strategies to improve customer outcomes.
• Upselling & Cross-selling:
  Identify opportunities to expand the relationship with existing clients by promoting additional products or services that align with their needs and objectives.
• Collaboration:
  Collaborate with sales, marketing, and product teams to ensure a consistent and cohesive customer experience. Work together to address customer feedback and improve service offerings.

Qualifications:

• Education:
  Bachelors degree in Business, Marketing, Health Sciences, or a related field.
• Experience:
  3-5 years of experience in a customer success, account management, or related role, preferably in the health, wellness, or related industry.
• Skills: Strong communication, interpersonal, and problem-solving skills.
• Proven ability to manage client relationships and resolve conflicts effectively.
• A customer-centric mindset with a focus on delivering value and improving client satisfaction.
• Experience using CRM tools and customer success platforms.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Strong analytical skills to interpret customer data and track performance metrics.

Why Join Us?

• Join a mission-driven organization dedicated to improving the environment and promoting wellness.
• Be part of a dynamic team focused on customer success, with opportunities to grow and make an impact.
• Work in a collaborative, innovative, and supportive environment.

If you are passionate about helping clients succeed and thrive, we encourage you to apply for the Customer Success Manager role and contribute to our mission of making the world a healthier place.