Customer Success Associate (KAM)

RESPONSIBILITIES Manage a portfolio of High-Value Accounts and ensure consistent engagement. Develop a customer-first approach to understand client pain points and drive better support outcomes. Collaborate with cross-functional teams (Product Management, Tech Team, Support) to deliver standard or customized solutions based on client requirements. Gain an in-depth understanding of the Unicommerce product and resolve daily queries from the team; conduct training to better equip them to manage client issues. Ensure maximum feature adoption through hands-on learning and effective enablement. Support upselling and cross-selling opportunities by identifying additional product features, modules, or services that benefit clients. Contribute to customer retention efforts by monitoring account health, addressing risks, and ensuring long-term satisfaction. Demonstrate excellent interpersonal and communication skills in all interactions. Maintain daily/weekly reporting of training progress, customer activities, and account status to the reporting manager. REQUIREMENT: Minimum of 2 years of relevant experience, preferably in a SaaS environment. A bachelor's degree is mandatory. Hands-on experience in customer success, account management, customer retention, churn management, and renewals. Ability to effectively handle escalations while ensuring a high level of customer satisfaction. Experience in upselling, cross-selling, and driving account growth will be an added advantage.