Associate, Customer Success

Main Job Responsibilities:- Ensure all relevant SOPs, SLAs, Processes and Customer Communication/Engagement tools for the department are fit for purpose and implemented across all customers Develop financial and commercial Reports, Operational Performance Dashboards, derive and present regular insights to manage and present operational and commercial internal and customer related KPIs for continuous improvement purposes – Manage the customer relationship including response to business-critical issues Create relevant business review processes and operational alignment activities to ensure customer set KPIs are proactively communicated and met – Manage and maintain the client contract renewals and re-negotiations including the timeline for discussions and key dates & milestones – Seek and develop new business opportunities with the customer base and ensure that each customer has a development plan for new business and opportunities – Ensure consistent process for preparation and management of the customer key business metrics and performance measures – Ensure the invoicing and payment processes are owned and managed, including the checking of and validation of the invoicing prior to issuing Establish quality metrics and results to identify recurring control issues and track trends.

Ensure collaboration with Operations, finance and sales to solve issues and challenges Work towards continuously improving Customer Satisfaction Score Serve as a single Point of Contact for the Customer Conduct weekly, monthly and quarterly business Reviews Education:- Bachelor’s degree/Diploma in business administration, marketing, or a related field