Customer Success Partner

Customer Success Partner Executive / Sr. Executive – Review Department

Key Responsibilities

Job Description

Key Responsibilities: 1. Review Execution (70%) Schedule and conduct client reviews aligned to preset SOPs and quality standards Conduct in-depth pre-review analysis and document insights Capture minutes of the review meetings, share with stakeholders, and update audit books Use trackers and DAR (Daily Action Reports) to follow up on implementation progress Maintain digital and physical filing systems for client records Attend and present updates in weekly and monthly department meetings Use the escalation matrix to resolve grievances promptly and professionally.

• Revenue Generation (30%) Identify client needs and gaps during reviews Cross-sell and upsell appropriate Smmart programs and services Contribute to monthly revenue goals via service-led consultative selling Explore and propose new revenue-generating ideas based on client interaction.
• Client Engagement & Capability Building Build trusted client relationships that drive program continuation and referrals Handle objections and complaints with composure and confidence Drive customer retention through outstanding review quality and relationship management Plan and execute customer events and meets to build loyalty and engagement Continuously read, research, and stay updated on industry and business trends Upgrade knowledge on client industries and prepare customized review strategies.
• Internal Collaboration Work closely with content, sales, delivery, and training teams Coordinate with internal departments for review alignment and client requirements Ensure internal stakeholders are informed about review outcomes and action plans.

KRA & KPI

Quality & Quantity of Reviews

No. of reviews conducted per month as per targets

Review quality audit score (internal rating system)

Implementation Effectiveness

% of actionable implemented by clients

No. of success stories created

Revenue Generation via Reviews

Revenue generated from upselling/cross-selling

% of reviews resulting in product/service upgrade

Customer Retention & Satisfaction

Retention rate of reviewed clients

Client satisfaction scores (post-review feedback)

CRM & Documentation Accuracy

Timeliness and accuracy of implementation tracker

Review minutes

Event Management & Participation

No. of events managed or contributed to

Interpersonal & Communication Skills

Strong interpersonal and communication skills

Core Competencies & required skills

Strong interpersonal and communication skills

Consultative service orientation

Independent execution and time management

Persuasive and empathetic client interaction

High emotional intelligence and professionalism

Proficiency in MS Office (Word, Excel, PowerPoint)

Ability and willingness to travel locally for client visits Experience / Qualifications

MBA (HR/Marketing) / PGDM / BBA / bachelor’s in business studies or relevant field

2+ years in customer servicing, relationship management, PMP Certification or consultative sales

Exposure to client interaction, documentation, and grievance handling Industry Preference: Service Industry or similar industry No. of years of experience: Minimum 2

Gender Preference: Female / Male Compensation: Based on prior experience. Grade: To be confirmed later Department: Review Department Location: Surat No. of Vacancies: 1 Position Reporting to: Head – Review Department / Lead Trainer Positions reporting to this profile: NA Any other remarks: Energetic, self-motivated, and well-groomed Curious and updated with business and economic trends Strong documentation and reporting skills Team player with a positive attitude and client-first approach.

Pay

₹40,000.00 - ₹50,000.00 per month

Benefits

Leave encashment

Paid sick time

Work Location

In person