Sr. Associate - Account Management (Work Location - Airoli- Mindspace)

Sutherland

Website: sutherlandglobal.com
Job details:

About Sutherland:

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise. We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

Role Overview:

This unified role blends inbound sales with customer support, aiming to boost revenue, elevate customer experience, and build usage and outcomes for the customer. 

Core Competencies:

Strong focus on delivering exceptional customer experiences through empathy, first-contact resolution, and clear communication. Skilled in consultative selling, including cross-selling and upselling tailored solutions. Proficient in customer retention and churn management by identifying risks and taking proactive action. Uses data-driven insights to understand customer needs and improve outcomes. Demonstrates collaboration across teams to solve complex issues. Provides guidance on AI-driven workflows, productivity optimization, and document processes. Offers expertise in licensing, adoption strategies, and basic technical troubleshooting while aligning solutions with customer needs.

Key Responsibilities:

Deliver personalized customer experiences by identifying personas and adapting communication. Drive sales growth through inbound opportunities, cross-selling, and upselling tailored solutions. Focus on customer retention and value expansion using targeted strategies. Provide product expertise through demos and effective positioning. Manage pipelines, leads, and performance tracking. Leverage customer insights to identify growth opportunities. Support order and account management for seamless experiences. Offer workflow and AI-driven solution consulting, optimize licensing and usage, and handle basic technical troubleshooting while aligning solutions to customer needs.

Mandatory Requirements:

• Education: 10+2 or equivalent; graduates/undergraduates preferred
• Experience: 1 year of international BPO experience (sales background preferred)
• Excellent communication and interpersonal skills; Global English proficiency at C1 level or higher (CEFR)
• Willingness to work in a blended process (voice + non-voice)
• Open to working in a 24/7 shift environment
• Flexible to work rotational shifts and weekly offs
• Comfortable working from office at Airoli (Mindspace), Navi Mumbai

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