A senior customer success executive at Xobin ensures that customers achieve their desired goals using the Xobin platform. They work on initiating the onboarding of customers, handling customer concerns with confidence, and putting them at ease. This is a client-facing role that involves relationship management, account management, and resolving any emerging problems that our customer accounts might face.
Key responsibilities:
1. Account management: Manage a portfolio of clients, acting as their primary point of contact for client inquiries, issues, and escalations. Understand the unique needs and goals of each client and tailor solutions accordingly. Proactively monitor customer accounts and usage to identify opportunities for improvement. Build and maintain strong, trust-based relationships with stakeholders
2. Customer retention strategy: Develop and implement customer retention strategies, including risk assessment and mitigation plans. Proactively identify and address potential churn risks and customer concerns. Collaborate with cross-functional teams to enhance customer experience and product adoption
3. Product knowledge: Stay up-to-date with the company's products/services and industry trends. Educate customers on new features, updates, and best practices to maximize their benefits
4. Data analysis and reporting: Analyze customer data, feedback, and usage patterns to identify trends and opportunities. Monitor and report on key customer success metrics, such as customer satisfaction (CSAT), Net Promoter Score (NPS), and retention rates. Provide insights and recommendations to senior management based on data analysis
Note: This is not a BPO role. Candidates with a tech background are welcome to apply.
Xobin is one of the world's top online assessment software for pre-employment testing and job skill assessments. We are simplifying the recruitment screening landscape by combining the power of technology and automation. More than 800 organizations worldwide use Xobin to screen 1Million+ applicants yearly. If you have ever been a part of high-volume campus recruitment, coding tests, or psychometric tests, there is a good chance it was driven by Xobin.
