Customer Success Associate (KAM)

RESPONSIBILITIES

• Manage a portfolio of High-Value Accounts and ensure consistent engagement.
• Develop a customer-first approach to understand client pain points and drive better support outcomes.
• Collaborate with cross-functional teams (Product Management, Tech Team, Support) to deliver standard or customized solutions based on client requirements.
• Gain an in-depth understanding of the Unicommerce product and resolve daily queries from the team; conduct training to better equip them to manage client issues.
• Ensure maximum feature adoption through hands-on learning and effective enablement.
• Support upselling and cross-selling opportunities by identifying additional product features, modules, or services that benefit clients.
• Contribute to customer retention efforts by monitoring account health, addressing risks, and ensuring long-term satisfaction.
• Demonstrate excellent interpersonal and communication skills in all interactions.
• Maintain daily/weekly reporting of training progress, customer activities, and account status to the reporting manager.

REQUIREMENT:

• Minimum of 2+ years of relevant experience, preferably in a SaaS environment.
• A bachelor's degree is mandatory.
• Hands-on experience in customer success, account management, customer retention, churn management, and renewals.
• Ability to effectively handle escalations while ensuring a high level of customer satisfaction.
• Experience in upselling, cross-selling, and driving account growth will be an added advantage.