Customer Success Associate

Key Responsibilities:

• Client Retention & Growth

  • Monitor client health scores, usage patterns, and adoption trends to identify risks and opportunities.

  • Proactively engage clients to prevent churn and ensure high retention.

  • Identify upsell and cross-sell opportunities, collaborating with sales teams for expansion.

• Issue Management (Logging & Resolution)

  • Establish a structured process for issue logging, tracking, and resolution through CRM/ticketing tools.

  • Coordinate with product, operations, and tech teams to resolve client issues promptly.

  • Provide proactive communication and updates to clients during issue resolution.

  • Maintain detailed records of incidents, root-causes, and solutions for continuous improvement.

• Sales Strategy & Execution:

  • Develop comprehensive business development plans and sales strategies to meet or exceed new sales targets.

  • Collaborate with the marketing team to align business development efforts with go-to-market strategies.

  • Continuously track market trends and competitor activities to position the company s offerings effectively.

  • Assist in identifying new markets and customer segments for business expansion.

• Sales Reporting & Forecasting:

  • Track and manage all sales activities and opportunities in CRM software to ensure an accurate sales pipeline.

  • Provide regular updates to the leadership team on sales performance, opportunities, and forecasts.

  • Meet or exceed established sales quotas and contribute to overall company revenue goals.

• Cross-Functional Collaboration:

  • Collaborate closely with internal teams such as marketing, product, and customer success to ensure smooth execution of sales strategies.

  • Work with the product team to understand the latest product offerings and updates, ensuring that the sales pitch reflects the most current solutions.

  • Participate in the preparation of proposals, contracts, and other client-facing documents.

• Invoicing, Payments & Revenue Assurance:

  • Oversee the invoicing process for assigned clients, ensuring timely and accurate billing.

  • Monitor payment status and follow up with clients on overdue invoices.

  • Coordinate with finance and accounts teams to resolve invoicing/payment discrepancies.

  • Maintain transparency with clients on payment schedules and contractual commercial terms.

  • Reconcile commercial agreements vs. actual usage or live products.

• SLA Monitoring, Legal Adherence & Compliance

  • Monitor SLA adherence across all active clients and ensure contractual commitments are being met.

  • Maintain alignment with legal and InfoSec teams on data protection, privacy, and regulatory obligations.

  • Document and manage any contractual deviations or amendments.

• Vendor Onboarding & Management

  • Drive onboarding of third-party vendors or partners as per client requirements (e.g., data providers, integration vendors, etc.).

  • Coordinate with procurement/legal for vendor due diligence, NDA, MSA, and onboarding paperwork.

  • Track vendor SLAs, delivery timelines, and compliance.

  • Act as the liaison between client, vendor, and internal teams to ensure smooth collaboration.

• Change Request Management

  • Handle client-initiated Change Requests (CRs) including scoping, impact analysis, approval, and implementation.

  • Track all change requests through structured logs, ensuring accountability and transparency.

  • Collaborate with product, tech, and operations teams to prioritise and implement changes without disrupting SLAs.

  • Communicate CR status and timelines proactively to clients.