Customer Success Executive

Job Title: Customer Success Executive

Location: Pune India

Department: Customer Success Executive

About Us

Leapswitch Networks Pvt. Ltd. is a leading provider of cloud and dedicated server solutions, dedicated to offering outstanding services to our clients. We are looking for a proactive and results-driven Collection Agent & Customer Success Executive to join our team. This role will be responsible for ensuring client satisfaction, managing client reviews, handling collections, and fostering strong relationships with clients to ensure long-term success.

Key Responsibilities

• Conduct regular client reviews to assess satisfaction levels, identify areas of improvement, and strengthen client relationships.
• Ensure timely and accurate collection of outstanding payments from clients, working closely with the finance team to manage overdue accounts.
• Utilize strong negotiation skills to resolve payment issues and find mutually agreeable solutions with clients.
• Communicate effectively with clients to provide support and resolve billing-related queries in a timely and professional manner.
• Ensure client retention by providing exceptional customer service and maintaining strong relationships through regular communication.
• Collaborate with the sales and technical teams to address client needs and provide personalized solutions to enhance customer experience.
• Track and manage client account status, ensuring that overdue invoices are followed up and managed appropriately.
• Conduct collection calls and emails, negotiating payment terms and resolving any disputes in a professional and customer-focused manner.
• Provide feedback to management on customer satisfaction trends, potential upselling opportunities, and service improvement suggestions.
• Stay updated with industry best practices in cloud hosting, web hosting, and collection strategies to improve customer success processes.
• Maintain detailed records of client interactions, payment statuses, and resolution of any issues.
  
  

Skills & Qualifications

• Strong communication and negotiation skills, with the ability to effectively interact with clients, resolve conflicts, and ensure client satisfaction.
• Proven experience in a collection agent or customer success role, ideally within web hosting or cloud hosting environments.
• Familiarity with cloud services, web hosting solutions, and related technologies.
• Experience with CRM platforms (e.g., WHMCS , Hostbill, HubSpot, Zoho) for managing customer relationships and tracking interactions.
• Ability to manage and prioritize multiple tasks in a fast-paced, deadline-driven environment.
• Detail-oriented, with excellent problem-solving and decision-making skills.
• Strong knowledge of billing processes and payment collection strategies.
• Ability to handle difficult conversations and negotiate effectively with clients.
• Proficiency with Microsoft Excel or similar data management tools for tracking client accounts and generating reports.
• A customer-centric mindset with the ability to ensure client satisfaction while meeting company goals.
  
  

Qualifications

• Bachelor’s degree in Business Administration, Finance, or a related field.
• Minimum of 2 years of experience in collections, customer success, or client management within the web hosting or cloud hosting industry.
• Knowledge of web hosting and cloud hosting technologies is a significant advantage.