Senior Associate, Client Success Team

Mentora Institute is helping organizations develop a new generation of leaders who maximize their Outer Impact in today's transformative time through ever-deepening Inner Mastery. We also have a foundation (NGO) arm of our work - mentora.foundation, where we work to create changemakers of the future to advance humanity and the world to their full potential.

We're looking for a Client Success Senior Associate. You will work as part of our Gurugram-based Client Success team to manage and execute Mentora's consulting and training programs for our clients. These clients are typically major global businesses, like Accenture, Ericsson, CHANEL, Lululemon, New York Times, and more. Working closely with various teams like the client development, faculty, and curriculum teams, you will successfully deliver our programs to our clients.

About the role

· Location: India (preference Delhi NCR areas but not a requirement)

· Full-time

Overview

At Mentora, exceptional client service is very dear to us. As a Senior Associate, you will be responsible for delivering each project to our clients with great care and attention to detail. You must have good communication skills to play this role effectively.

· Full-time position.

· Preference for candidates based out of the Delhi-Gurugram area.

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Responsibilities

· Take complete ownership and deliver client success in the assigned engagements. Maintain a high level of professionalism and competence in every client interaction

· Engage and collaborate with external stakeholders from the client's end. Ensure open, ongoing communication flow between Mentora management, cross-functional departments & clients

· Manage the delivery of our services and programs based on the Mentora framework. Take the lead in setting up course modules, the orientation of new participants, ongoing program communication between Mentora and participants, setting up and facilitating live webinars/off-sites with clients and participants

· Address client concerns promptly and professionally. Coordinate with them and internal stakeholders to find a mutual solution to problems witnessed during the course of the client engagement

· Maintaining trackers and analyzing data points to create summary participation reports and trends analysis for the client and the senior Mentora management team

· Compile and maintain client-specific reports. Maintain responsibility for file management and timely sharing of important information as required

· Train and onboard new team members in collaboration with the Lead

· Partner with the Lead on risk assessment and mitigation activities across client engagements

· Contribute to process improvement initiatives alongside the Lead to enhance the efficiency and effectiveness of the Client Success Team

· Work closely with the Lead to brainstorm strategies for program delivery, client satisfaction, and operational improvements

· Review and quality-check deliverables produced by Associates before they go to the client or senior management

· Be aware of, and adhere to, Mentora's ways of working and Business ethics standards in all activities. Ensure compliance with company policies and procedures

· Staying immersed in Mentora content and abreast of new Mentora products and offerings

· Follow & adhere to the detailed checklists laid out for the different sets of activities

· Coordinate with and assist other team members to ensure adequate coverage during the absence of another team member

Experience and Skills

· Bachelor's/Master's degree

· Minimum 2-3 years of professional experience, with demonstrated ability to manage client-facing responsibilities independently

· Have excellent written and verbal English communication skills

· Have a keen interest in incorporating feedback for continuous self-growth

· Meet deadlines through your high self-management abilities in planning your daily work while incorporating rest and rejuvenation to lead a balanced life

· Bring strong attention to detail skills to produce high-quality deliverables and smoothly conduct events like client webinars and in-person workshops

· Can smoothly shift gears from one project to another in a short timespan i.e. handle four to five projects each running on a different timeline

· Demonstrated ability in computer skills for word processing, databases, spreadsheets, and presentations (Microsoft Office applications preferred); and ability to learn new software packages

· Exceptional organizational skills

· Belief in and embrace of Mentora's vision and values

· Should be open to learning and possess a Growth Mindset

· Ability to work independently and collaboratively as an effective team member in a complex and fast-paced environment

· Open to interacting with culturally diverse staff & clients

Aptitude and Attitude

· Take Ownership

· Problem solver

· Driven to achieve Operational Excellence

· Systematic and structured working. Proactive.

· Service-oriented mindset

· Exceptional Attention to Detail

· Curious Mindset

· Process Oriented

· Quick learner, open to improving by receiving feedback positively, and possessing a growth mindset