About this role
About Rentokil Initial Hygiene
Rentokil Initial Hygiene India, operating in more than 75 countries is the trusted hygiene solution provider globally. Together with 100 years of experience with tailored solutions to meet customised business needs, assuring 100% peace of mind with Rentokil Initial services. Rentokil Initial offers the widest range of washroom hygiene services including the provision and maintenance of products such as air fresheners, sanitisers, feminine hygiene units, hand dryers, soap dispensers, floor protection mats.
For more details: https://www.initial.com/in/
Requirements
About the Role:
● The Customer Relationship Executive/Sr. Customer Relationship Executive is responsible for driving successful adoption, onboarding, and ongoing value realization for clients by deeply understanding our products, owning key Customer Success metrics, managing escalations, forming strategic relationships, and continuously improving processes for exceptional customer experience and retention.
● The incumbent will report to the Lead Customer Relationship Management. The incumbent will have to work as part of a multi-functional team involving collaboration with the internal team and external stakeholders.
Job Responsibilities:
● This would drive the successful adoption, onboarding, as well as continued value add to help our clients realise the business value of our platform.
● Intimately understand our products & services, & how to build better experiences using them, with a constant pulse on what we're building next.
● Own key Customer Success metrics, including customer health, renewals, upsell as well a churn across your set of accounts & derive concrete measures to drive business results & elevate our customer experience
● Own escalation management and the overall support & services relationship with our customers. This will ensure the tracking of key operational metrics while identifying and remediating pain points.
● Form strategic relationships with key stakeholders to understand our customers' business within their industry & develop strategic roadmaps for how Rentokil Initial Hygiene grows with them.
● Continuously plan, test & improve our Customer Success process to ensure an exceptional customer experience.
● Retain the Clients by increasing stickiness by way of prompt resolution of Complaints and Issues and arrest predictive Churns.
Key Result Areas:
● Meeting on an average of 3 -4 client contacts in a day
● Discussing issues the clients may be facing and highlighting to Operations and branch
Management.
● Generate Tickets on the system and track resolution for the complaints received.
● Resolution of the complaint by driving with the operations team and branch management
team.
● Client Retention - Generating delight factor for the clients and Increasing Stickiness.
● Generating Client Credentials
Competencies (Skills essential to the role):
● Willing to travel and meet corporate clients.
● Excellent Communication.
● Outgoing and able to strike up a conversation.
● Able to get things done with good interpersonal skills.
● Well-groomed personality.
● Average computer knowledge.
Role Type / Key working relationships:
● Individual Contributor
● Internal team
● External stakeholders
Benefits
What can you expect from Rentokil Initial Hygiene ?
➔ Our values lie at the core of our mission and vision. We believe that it’s our people who
make our company what it is. We believe in:
● Service
● Relationships
● Teamwork
● Responsibility
DEI statement: At Rentokil Initial Hygiene, we believe in commitment to build an inclusive, varied
workplace welcoming to people of all backgrounds.