Customer Success Specialist

Dear All,

We are excited to announce a job opportunity at IRIS KPO Resourcing India Pvt Ltd for the position of Customer Success Advisor.

We are seeking skilled and detail-oriented Customer Success Specialists (Specialist in International Markets, Preferably US and UK Market) with 5–8 years of experience in Customer Success.

Location : Nungambakkam, Chennai

Shift : US Shift (6 PM – 3 AM)

Work Days : Monday to Friday

Purpose of the Job :

As Customer Success Business Partner (CSBP) you will be a trusted advisor for our key customers and strategic service partners. You will be a key bridge to help them maximize the use of our school management software and ensure our direct and mutual customers receive the highest value, by providing advice and guidance at all stages of the customer journey. You will work to understand customer requirements, help implement and onboard new customers, manage product training, drive adoption and retention, and ensure ongoing satisfaction. You will work within the Customer Success Department and alongside colleagues in Customer Operations, Sales, Channel and our executive team, in driving our senior customers through to success.

Key Responsibilities :

• Work across our “VIP” customer base, managing all products / solutions across the customers IRIS portfolio.
• Develop a trusted advisor relationship with customers to identify and guide them to their goals
• Oversea the customer onboarding process and move quickly to achieve value
• Responsible for driving client adoption and outcomes leading to renewals, expansion and advocacy.
• Manage numerous Customers concurrently and strategically, typically each client will spend in excess of £50,000.
• Strategically manage day-to-day relationships and communication with customers to ensure success, growth and identify unique opportunities.
• Act as the primary point of contact for the customer and coordinate the deployment of IRIS resources to address the customer’s issues, including managing escalations
• Conduct regular on and off-site meetings to understand and discuss the customer’s business requirements or issues and explore how we can help address and resolve these issues.
• Serve as the ‘voice of the customer’ and provide feedback on how IRIS can better serve them to maximise customer success and retention
• Maintain a deep understanding of our product and help customers adopt the most relevant features / functionality for their specific requirements. You will be expected to keep developing your product knowledge.
• Improve our existing approaches to customer success by creating resources to help customers achieve their goals by adopting best practices
• Use Customer Tracker dashboard to aid assessment of Customer Health and subsequent calls to action.
• Complete Customer Success Plans for each client and partner to then drive and deliver to the plan.
• Create Calls to Action within Gainsight to ensure outstanding items are addressed.
• Carry out a Quarterly Business Review with the client (with input from the Account & Channel Manager).
• Join the onboarding process and ensure a Go Live Review is completed.
• Review the adherence to operational SLA’s for each client or partner and ensure Customer Success plans are in place to address non-compliant areas.
• Discuss our NPS process with the clients and ensure they are aware of other surveys we carry out.
• Understand and follow the escalation process for each function, in order to escalate issues for the benefit of the client or partner.
• Have a deep understanding of the terms and conditions, subscriptions for each client and partner contracts, in order to achieve maximum value for the benefit of the client and IRIS.
• Ensure that you have a broad and good product knowledge of IRIS’s products and services, and their roadmaps in order to become a trusted advisor.
• Deliver the KPI’s for Customer Success – including time to value, retention, LTV and upsell / cross-sell lead gen.

Requirements :

Experience : 5–8 years in International Customer Success (Preferably US and UK)

Education : Any Qualification

Skills :

Willingness to work from the Chennai office (Nungambakkam)

Comfortable with US Shift timing (6 PM – 3 AM)

If you're passionate about Customer success excellence and looking to grow in a dynamic international environment, apply now!

Apply Now : Send your resume to siva.arun.m@iris.co.uk

Know someone who fits the bill? Feel free to share this opportunity!