Customer Success Associate

Objective : This role owns the post-sales client lifecycle for a portfolio of Naukrigulf accounts across GCC markets (UAE, KSA, Qatar, Kuwait, Oman, Bahrain). The individual will drive account health, product adoption, and renewal readiness through structured engagement [ not just candidate sourcing support ]

Key Responsibilities

Account Ownership & Engagement

• Own end-to-end post-sales relationship for an assigned account portfolio, segmented by tier (e.g., Marquee/Strategic, Growth, Standard) with differentiated engagement cadence per tier.
• Drive structured onboarding for new clients, ensuring product setup, training, and early usage milestones are met.
• Run periodic business reviews with key/Marquee accounts to align on hiring needs, usage trends, and renewal outlook.

Usage & Health Monitoring

• Track account usage against subscription entitlement (CV views, job postings, database access) and proactively flag low-usage or at-risk accounts.
• Maintain and act on account health indicators (usage pace, engagement frequency, complaint history) rather than reactive servicing alone.
• Recover disengaged or low-usage accounts through targeted re-engagement plans.

Recruitment Support

• Source and shortlist candidates from the Naukrigulf/Naukri database per client job requirements, where sourcing assistance is part of the client's subscription.
• Evaluate resumes against client-specified skills, experience, and role criteria.

Data, Reporting & Tools

• Maintain accurate MIS/dashboards on account coverage, usage, CVs shared, shortlists, and C-Sat scores.
• Use CRM/Excel-based trackers to report portfolio-level metrics against team OKRs (coverage %, usage recovery, adoption, satisfaction).
• Conduct periodic C-Sat surveys and convert findings into account action plans.

Cross-Functional Collaboration

• Partner with Sales to share account intelligence (expansion signals, renewal risk, feedback) that feeds pipeline decisions.
• Escalate product feedback and platform issues to Product/Tech with clear, structured input (not just anecdotal complaints).
• Collect client testimonials/success stories to support Sales and Marketing.

Required Skills

• Bachelor's degree or equivalent & Excellent communication skills
• 1–4 years' experience in customer success, account management, or recruitment (agency or portal-side)
• Exposure to both IT and non-IT hiring landscapes preferred.
• Comfortable working with Excel/data trackers and CRM tools
• Ability to work independently and manage multiple stakeholders.

Work Details

• 5-day week (Monday–Friday); Saturday–Sunday fixed off.
• Timing: 10 AM – 7 PM.

Pay: ₹300,000.00 - ₹400,000.00 per year

Benefits:

• Commuter assistance
• Health insurance
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person