Customer Success Executive

About Us :

IM Solutions is a full-service advertising and digital marketing agency based in HSR Layout, Bangalore, delivering integrated digital and offline marketing solutions to leading brands. We specialise in digital marketing, branding, performance marketing, and advertising campaigns that help businesses strengthen their market presence and achieve measurable growth.

We are looking for an experienced and client-focused Customer Success Executive to manage client relationships, ensure service satisfaction, coordinate campaign execution, and drive long-term client retention and business growth.

Key Responsibilities

• Client Relationship Management: Build and maintain strong, long-term relationships with clients, ensuring a high level of satisfaction and engagement.
• Client Onboarding: Manage the end-to-end onboarding process, understand client objectives, and establish clear expectations regarding deliverables, timelines, and campaign outcomes.
• Account Management: Serve as the primary point of contact for assigned clients, addressing queries, resolving concerns, and ensuring timely communication.
• Campaign Coordination: Collaborate with internal teams, including creative, digital marketing, performance marketing, and operations, to ensure smooth campaign execution.
• Client Retention: Proactively identify client concerns, minimize account churn, and implement strategies to improve retention and strengthen client relationships.
• Performance Monitoring: Track campaign progress, review performance reports, communicate results to clients, and coordinate corrective actions wherever required.
• Client Reviews and Reporting: Conduct regular client meetings, prepare status updates, and present campaign performance, insights, and recommendations.
• Upselling and Cross-Selling: Identify opportunities to recommend additional services and solutions that align with client requirements and business objectives.
• Issue Resolution: Handle client escalations professionally, coordinate with relevant departments, and ensure timely resolution of concerns.
• Feedback and Improvement: Gather client feedback, identify service improvement opportunities, and communicate actionable insights to internal teams.
• Documentation and Reporting: Maintain accurate records of client interactions, campaign updates, deliverables, feedback, and account-related documentation.
• Business Growth: Contribute to account expansion, client satisfaction, and revenue growth through proactive relationship management.

Key Skills Required

• Client Relationship Management: Strong ability to develop lasting client relationships and manage multiple accounts effectively.
• Communication and Presentation: Excellent verbal and written communication skills, with the ability to communicate confidently with clients and stakeholders.
• Problem-Solving and Conflict Resolution: Ability to handle client concerns, manage escalations, and identify practical solutions.
• Project and Campaign Coordination: Strong organizational skills to coordinate multiple campaigns, teams, deliverables, and deadlines.
• Digital Marketing Knowledge: Understanding of digital advertising, branding, social media marketing, performance marketing, and integrated advertising solutions.
• Analytical Thinking: Ability to interpret campaign reports, identify performance gaps, and provide data-driven recommendations.
• Client Retention and Account Growth: Proven ability to improve client satisfaction, maintain accounts, and identify upselling and cross-selling opportunities.
• Time Management: Ability to prioritise tasks, manage multiple client requirements, and meet deadlines in a fast-paced agency environment.
• CRM and Reporting Tools: Familiarity with CRM platforms, client management systems, project management tools, and reporting dashboards.
• Team Collaboration: Ability to work effectively with cross-functional teams to ensure timely delivery and meet client expectations.

Eligibility Criteria

• 3–6 years of relevant experience in Customer Success, Client Servicing, Account Management, or Client Relationship Management.
• Experience in an advertising agency, digital marketing agency, media, branding, or related industry will be preferred.
• Demonstrated experience in managing client accounts, coordinating deliverables, resolving escalations, and maintaining client satisfaction.
• Strong interpersonal skills, a proactive approach, and a customer-centric mindset.
• Ability to manage multiple accounts and work collaboratively with internal teams.

What We Offer

• Opportunity to work with diverse clients and leading brands.
• Exposure to digital marketing, advertising campaigns, and integrated marketing solutions.
• A collaborative and growth-oriented work environment.
• Opportunities for professional development and career advancement.
• Compensation aligned with experience, skills, and performance.