Customer Success Specialist

Befree · India

About the Role:

We are looking for a dynamic and results-driven individual to join our Client Success Team. In this role, you will be responsible for nurturing relationships with our existing clients, identifying opportunities for upselling and cross-selling, and re-engaging inactive clients to bring them back into the fold. It is an Opportunity to make a measurable impact on the company’s growth. Work in a collaborative and supportive environment. Competitive salary, performance-based incentives and professional growth and development

Roles and Responsibilities:

 Client Engagement: Proactively reach out to existing clients to understand their needs, resolve concerns, and identify growth opportunities.

 Upselling & Cross-Selling: Present relevant services or products that align with the client’s needs and create tailored proposals to increase their investment in our offerings.

 Client Reactivation: Identify inactive or dormant clients, analyze the reasons for inactivity, and develop customized strategies to re-engage them.

 Account Management: Build strong, long-term relationships with clients, acting as the main point of contact for their inquiries and needs.

 Data-Driven Approach: Use CRM tools and analytics to track client activity, identify upsell/cross sell opportunities, and measure success.

 Collaboration: Work closely with the marketing, sales, and technical teams to align efforts and deliver consistent client experiences.

 Client Feedback: Collect and analyze client feedback to improve service offerings and enhance satisfaction.

 Reporting: Prepare and present regular reports on client engagement metrics, upselling performance, and reactivation progress.

Qualifications and Experience:

 Experience: 2+ years in account management, sales, or client success roles with a proven track record in upselling and reactivation strategies.

 Communication: Exceptional verbal and written communication skills with the ability to persuade and build rapport.

 Customer-Centric: A client-first mindset with a passion for exceeding customer expectations.

 Analytical Thinking: Strong ability to analyze client behavior and identify growth opportunities.

 Problem Solving: Proactive problem-solver who can address client concerns with innovative solutions.

 Technical Proficiency: Familiarity with Zoho CRM and excel is a plus.

 Team Player: Ability to work collaboratively across teams to achieve shared goals.

Job Location, Work Timings and Work Model:

 Tower 1, GIFT City

 5.30 am to 2.30pm (All Saturdays off)

 Full time