Job Description

Areas of Responsibility:

1. Implements a customer success strategy to drive customer satisfaction by supporting new and existing customer relationships.

2. Understands the customer journey, identifies pain points and bottlenecks, and finds innovative ways to improve the overall customer experience.

3. Scopes and prioritizes activities based on business and customer impact.

4. Conducts effective product demonstrations, emphasizing product features and benefits with a focus on the value of the solution.

5. Provides strong account management to existing clients, offering support and keeping them abreast of new products.

6. Serves as a primary point of escalation when customer issues arise, troubleshooting, and ensuring quick resolution.

Revenue & Customer Relationship Management :

7. Be responsible for billing, upselling and renewals, and increase the revenue per customer.

8. Engages with relevant internal and external stakeholders after customer service reviews to communicate and take action.

9. Provides quantitative/qualitative analysis to the product team on how CG can better serve customers.

10. Works closely with Product and Project teams as a bridge and gets the customization of CG\'s offerings as per client requirements.

Program Delivery:

11. Supports Project team in on campus and online program delivery.

12. Coordinates with project team on schedules.

13. Ensures high CSAT score along with project team.

14. Serves as a primary point of escalation when customer issues arise, troubleshooting, and ensuring quick resolution.

Revenue: Targets

Note: National and International Travel is mandatory

Role Split: 80% Sales + 20% Program Delivery

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