Job Description

Customer Success Manager

Advantage Club is a global platform for employee engagement and financial wellness, with benefits like perks, rewards, and early wage access on a single platform. It aims to provide end-to-end solutions to facilitate employee engagement through exclusive privileges and rewards by the brand partners, allowing them to reach out to targeted customer segments too.

Established in 2016, Advantage Club is a brainchild of UCLA postgraduates Sourabh Deorah and Smiti Bhatt Deorah who identified employee benefits as a space to create disruption using data mining and analytics.

Since then, it has been redefining employee benefits beyond the traditional provident fund and corporate discount policies.

Headquartered in Delaware(US), Advantage Club has an impressive client portfolio featuring Concentrix, Teleperformance, Hexaware, EY, Target, and many more. With a presence in almost 100+ countries across the globe, catering to 1000+ corporates and extends offers exclusively across 10,000+ brands.

Advantage Club takes pride in providing a scalable, customizable, cost-effective program to take employee engagement to the next level. It is one single platform that brings a wide variety of recognition programs including milestone/anniversary/years-of-service awards, early wage advantage, real-time spot bonus, automated incentives, peer-to-peer appreciation, onboarding programs, wellness programs, quarterly & annual performance awards, gift card program, exclusive offers across 10,000+ brands etc. to name a few.

With its sole mission to help organizations keep their employees engaged and driven, the Advantage Club App is supported by a well-thought employee engagement solution that offers a best-in-class experience to its users. The platform is set to revolutionize the industry by making a direct impact on employee recruitment and retention through an exhaustive employee engagement tool.

Advantage club is leading the employee benefits market globally, pegged at $10 billion and growing.

Advantage Club has raised $7 million to date from prominent VCs like YCombinator, GrowX, Sprout, and Axilor Venture.

Role/Designation: Customer Success Manager :

Make a difference/Responsibilities: You will own it and drive it!

- We are looking for a customer success manager who can provide ongoing support to our clients and network with them. The candidate should be able to contribute to building relationships and implementing new programs that will increase your business' revenue potential and minimize churn rates.

- A Customer Success Manager's responsibilities include supporting customers as they transition from sales prospects, building close relationships that often last beyond any one project or job order lasting process ownership with the business itself.

- Ultimately, you will work directly with clients to help solve their problems and ensure their satisfaction while they are on active accounts with us. You will also work closely with other employees to ensure customer questions and concerns are addressed in a timely manner.

Key Responsibilities :

- 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

- Collaborate, problem-solve, and/or strategize upcoming client meetings with team members

- Prepare necessary documentation or visuals for the client to demonstrate the performance of campaigns; analyze trends to identify areas of improvement.

- Work with the sales and marketing team to drill customer references and develop case studies

- Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company

- Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and value

- Hold product demonstrations for customers.

- Improve onboarding processes.

- Develop and execute reciprocal cross-promotion programs with business partners on social media sites and in developing online reviews for each other's businesses.

Required Skills:

- 2 to 7 years of experience in communications, marketing, sales, account management or customer success

- 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

- Knowledge of Salesforce and project management tools

- Event planning experience a plus