Assistant Manager – Customer Success
The Assistant Manager - Customer Success is a client-facing (HR and Recruiters) role, who works to engage and enable our customers to maximize the full value of the Monster.com platform. As the trusted advisor and advocate for our customers, the Customer Success Specialist manages the relationship and customer health for the assigned customers throughout the post-sales lifecycle. The Customer Success Specialist will guide the customer with the best practices and training sessions to drive product adoption.
This role requires to partner with Client, Product, Technical Specialists, Marketing and Support teams within Monster.com to enhance customer adoption. To achieve a trusted advisory role for customers, this role requires to be good in domain and technical aspects, ability to learn, research and present.
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
- Conduct onsite and online product training for clients.
- Frequent visits to our top-notch customers every month to cultivate the relationship.
- 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 in-person and telephonic trainings for the recruitment team on diversified 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 clients 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:
- 3-7 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