Customer Success Executive

As a Customer Success Executive at Binary Semantics Ltd., your role will involve maintaining and strengthening relationships with existing customers in the North America market. You will be responsible for conducting customer experience surveys, handling renewals, sharing promotions, resolving concerns, and identifying upselling and cross-selling opportunities. **Responsibilities:** - Make outbound calls, emails, and text communications to existing customers for experience surveys, renewal reminders, and promotional campaigns. - Engage with customers to gather service feedback, resolve grievances, and identify upselling or cross-selling opportunities. - Contact potential customers, understand their concerns, provide resolutions, and close sales where applicable. - Manage and resolve client queries, complaints, and escalations effectively within defined turnaround times. - Coordinate with internal departments to ensure timely issue resolution and deliver a high-quality customer experience. - Maintain productivity and achieve assigned KPIs and KRAs for renewals, retention, and customer engagement. - Ensure compliance with call quality guidelines and maintain professional etiquette during all customer interactions. - Create engaging customer communication content for emails, SMS, and feedback outreach campaigns. - Track customer touchpoints and feedback using CRM tools, and share reports on satisfaction trends and recurring issues. - Proactively identify risks of churn and initiate preventive engagement actions. **Qualifications:** - Minimum 1 year experience in International BPO - Sales/Upselling/Cross-Selling process/Customer Service - Outbound preferred. - Strong phone, verbal & written communication skills with a professional and empathetic tone. - Familiarity with email marketing tools, text messaging platforms, and CRM systems highly preferred. - Ability to create customer-facing communication templates or content for engagement. - Strong multitasking ability and high attention to detail. - Proven record of achieving KRAs and maintaining productivity standards. - Excellent communication, problem-solving, and customer relationship management skills. - Time management and prioritization skills with a proactive and positive attitude. - Graduate degree in any discipline; background in sales, customer service, or marketing is an advantage. Binary Semantics Ltd. offers a negotiable salary as per industry standards, lucrative incentives based on performance, meal/refreshments, 5 days working in US shifts with rotational shifts and week offs, and both side A/C cabs. Please note that prior domestic experience is not required, and immediate joiners are preferred. Understanding of technology and technology products, services, and solutions will be an added advantage. As a Customer Success Executive at Binary Semantics Ltd., your role will involve maintaining and strengthening relationships with existing customers in the North America market. You will be responsible for conducting customer experience surveys, handling renewals, sharing promotions, resolving concerns, and identifying upselling and cross-selling opportunities. **Responsibilities:** - Make outbound calls, emails, and text communications to existing customers for experience surveys, renewal reminders, and promotional campaigns. - Engage with customers to gather service feedback, resolve grievances, and identify upselling or cross-selling opportunities. - Contact potential customers, understand their concerns, provide resolutions, and close sales where applicable. - Manage and resolve client queries, complaints, and escalations effectively within defined turnaround times. - Coordinate with internal departments to ensure timely issue resolution and deliver a high-quality customer experience. - Maintain productivity and achieve assigned KPIs and KRAs for renewals, retention, and customer engagement. - Ensure compliance with call quality guidelines and maintain professional etiquette during all customer interactions. - Create engaging customer communication content for emails, SMS, and feedback outreach campaigns. - Track customer touchpoints and feedback using CRM tools, and share reports on satisfaction trends and recurring issues. - Proactively identify risks of churn and initiate preventive engagement actions. **Qualifications:** - Minimum 1 year experience in International BPO - Sales/Upselling/Cross-Selling process/Customer Service - Outbound preferred. - Strong phone, verbal & written communication skills with a professional and empathetic tone. - Familiarity with email marketing tools, text messaging platforms, and CRM systems highly preferred. - Ability to create customer-facing communication templates or content for engagement. - Strong multitasking ability and high attention to detail. - Proven record of achieving KRAs and maintaining productivity standards. - Excellent communication, problem-solving, and customer relationship management ski