Objectives of this Role:
- Own overall relationship with assigned clients, which includes managing on-boarding, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
- Establish a trusted and strategic advisor relationship to help drive 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
- Ability to work in a team and contribute to the overall success of the department
- Good attention to detail and a consistent approach.
- Flexible attitude and approach to the demands created by the role of the best practice approach to Customer Success, at all times.
Daily and Monthly Responsibilities:
- Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
- Conduct telephonic training for the recruitment team on diverse Monster products.
- Engage with HR Recruitment team to drive Monster usage and amplify their ROI.
- Responsible to cultivate the accounts and bring in the renewals.
- Maintain customer health and introduce new, valuable features as they become relevant on the customer journey.
- 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 with Internal teams to ensure deliverables are on time
- Collaborate, problem solve, and/or strategize upcoming client meetings.
- Prepare necessary documentation or visuals for client to demonstrate performance of campaigns; analyze trends in C-Sat/FCR scores to identify areas of improvement
- Work cross-functionally with product, sales, and support team members to foster a strong sense of community and information sharing.
- Ensure the best resolution over call / Email.
- Adhere to prescribed compliance standards.
Required Skills and Qualifications:
- 1-5 years of experience in HR, Customer Service (B2B), Account management (B2B), or Recruitment. (Dot com space knowledge will be a boon.)
- Strong verbal and written communication, strategic planning, and project management skills
- Analytical and process-oriented mindset
- Comfortable working across multiple departments in a deadline-driven environment
- Active team player, self-starter, and multitasker who can quickly adjust priorities
