Customer Success Executive

Job Title: Collection Agent & 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.