Customer Success Executive / Sr. Executive

FCI-CCM, founded in 1959, is a global provider of Customer Communication Management solutions, enabling businesses to create personalized and engaging communications for their customers. With over six decades of experience in handling physical and digital communications, FCI-CCM is well-equipped to provide communication solutions to consumer-facing businesses globally.

Our outstanding social media ratings on platforms like Glassdoor, Ambition Box, and Google, averaging at 4.5, are a testament to our employee-centric philosophy.

We welcome young and talented candidates to join us and become a part of our success story.

As a Customer Success Executive at FCI, you will work closely with Customer Success Manager & assist on multiple customer accounts, build strong relationships with customers, and collaborate with cross-functional leaders internally to deliver consistently excellent customer experiences.

Our ideal candidate should be passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, you should have relevant experience and a demonstrated record of analyzing and optimizing campaigns.

• Must have good experience in Up-Selling, Cross-Selling, Churn Rate, NPS (Net Promotor Score), CSAT (Customer Satisfaction Survey)
• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them.
• Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals.
• Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time.
• Prepare necessary documentation or visuals for client to demonstrate performance of campaigns; analyze trends to identify areas of improvement.
• Work with the sales and marketing team to drill customer references and develop case studies.
• Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction.
• Establish a trusted and strategic advisor relationship to help drive continued value of our products and services.
• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings.
• Maintain existing customer success metrics and data as directed.

• 2-5 years of relevant experience in customer success
• Strong verbal and written communication, strategic planning, and project management skills
• Analytical and process-oriented mindset
• Comfortable working across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities

• Cashless medical insurance for employees, spouse, and children
• Accidental insurance coverage
• Life insurance coverage
• Company-paid lunch
• Company-paid transportation
• Access to online learning platforms such as Udemy and LinkedIn Learning
• Retirement benefits including Provident Fund (PF) and Gratuity
• Sodexo benefits for income tax savings
• Paternity & Maternity Leave Benefit
• National Pension Saving

• Rapid Growth: Join a bootstrapped, rapidly growing SaaS company where you can make a significant impact and shape your career trajectory.
• Learning Opportunities: Experience unparalleled learning opportunities that go beyond the traditional corporate mold, acquiring skills and knowledge that will benefit you in the long term.
• Straightforward Culture: Be part of a straightforward, no-nonsense culture that values transparency, authenticity, and open communication.
• Innovation and Collaboration: We believe great ideas can come from anyone, regardless of their role or level in the company. We actively encourage innovation and collaboration among our team members.
• Fast-Paced Environment: Thrive in a fast-paced and dynamic environment where we move quickly, adapt swiftly to market changes, and embrace the challenges and rewards of a startup lifestyle.
• Competitive Compensation: Enjoy a competitive salary package along with a range of benefits designed to support your lifestyle and help you perform at your best, both in and out of work.
• High-Growth, Innovative Environment: If you're a driven individual who thrives in a high-growth, innovative environment, we're excited to hear from you. Join us for a unique opportunity to accelerate your career and be part of our exciting journey.

Apply now to become a valued member of our ambitious and innovative team!