Job Description

Job Title: Senior Client Success Analyst

Work Timings: 12pm-9pm

Candidates from Top Tier Colleges of Delhi University MUST ONLY APPLY!

About the Company

VMock aims to empower students and professionals along the various phases of their career journey leveraging the power of artificial intelligence. The VMock platform delivers personalized career guidance to job seekers across the world. Over 200+ leading business schools and universities\' students & alumni and their career centres use our products to accelerate their career goals.

Our team consists of some of the best engineers, data scientists, and product owners who not only have an exceptional background but also a shared passion for helping others in their careers. We pride ourselves in innovation and our team members have a die-hard passion for solving complex problems while maintaining a collaborative team environment that is focused on the growth of every team member. Our fast-paced culture is a great fit for anyone looking to make a mark through their work to create impact globally while working with high caliber team members.

VMock is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

We have offices in Gurugram and Chicago.

Job Brief

As a Senior Client Success Analyst, you will support VMock\'s Client Success team in delivering the best Customer experience and focus on establishing and maintaining positive client relationships from an operational and business perspective.

What will you Do?

1. Own post-sales account management for assigned portfolio and related communication

2. Liaise with University and/or Non-University partners to build strong partnership, gather/understand their requirements and own all aspects of client satisfaction, with a focus on ensuring product success

3. Forecast and track key account metrics (NPS, CSAT, CES, Growth, Account Health, etc.) for assigned accounts

4. Work closely with product teams and business disciplines as a bridge and drive the customization of VMock\'s offerings as per client requirements

5. Give product demos, explain value proposition, and manage client expectations

6. Drive user engagement on assigned accounts

7. Play a key role in Revenue and Retention by managing the assigned accounts and identifying cross sell/up sell opportunities and closing deals

8. Responsible for data analysis, proper maintenance of records and preparing key reports and presentations for client deliverables and senior management

9. Provide on-going support for advanced or escalated questions/issues/problems of assigned accounts

10. Own and drive data accuracy, system changes, process changes, and data hygiene

11. Perform Impact analysis of process changes to business systems and cross functional collaboration for implementing these changes

12. Data aggregation, analysis, and other data cleansing exercises that require system enhancements and process automation

13. Respond to inquiries from cross-functional teams regarding customer data

14. Assist in the upkeep and improvement of processes, and other tools as needed

What you should have?

1. Bachelor\'s degree from a top tier college of Delhi University

2. 1-3 years of experience in supporting or managing clients. Preferably clients utilizing business software, particularly in a web-based, SaaS environment

3. Demonstrated ability to thrive in a fast-paced environment while maintaining a calm demeanor under pressure or when unexpected issues arise

4. Strong interest in learning and crafting technology products and solutions

5. Prior experience in geographies like US or Europe preferred

6. Excellent communication and analytical skills

7. Strong technical skills and capabilities to understand business applications, analytics, and platform technologies

8. Candidates having a bent of technology with sales mindset preferred

9. Data first thinking with impeccable attention to detail

10. Demonstrated proficiency of MS Excel and powerpoint

11. Effective problem solving, showing ownership, and following issues until resolved

Willing to work in full capacity in evening shift (12pm-9pm) and should be flexible with timings as per business requirements

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