Associate/ Senior Associate, Workplace Customer Success
Associate/ Senior Associate, Workplace Customer Success
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Job Description
About us
WeWork India is one of Indias leading flexible workspace operators Great Place To Work certified (Nov 2024 Nov 2025) aimed at creating flexible workspace solutions for companies of all sizes.
Since its inception in India in 2016 WeWork India has expanded across 68 operational centres in Chennai New Delhi Gurugram Noida Mumbai Bengaluru Pune and Hyderabad. WeWork India meets distinct workspace needs for various businesses. WeWork India strives to provide customised and curated solutions for various office space needs through its products and solutions.
At WeWork India were driven by collaboration creativity and a shared vision to redefine the future of work. If youre looking to be part of a dynamic fast-growing organisation that values talent and fosters growth join us and build your future with WeWork India.
For more information please visit our website.
About the role
Were excited to open up an opportunity within the Workplace team under Digital Products for a proactive and detail-oriented team player. In this role youll sit at the intersection of customer success product expertise and member experience while playing a key part in supporting post-demo engagement optimizing CRM and billing workflows and collaborating cross-functionally to deliver a seamless client journey.
If youre passionate about operational excellence and client experience this is your chance to be part of a dynamic team thats scaling a SaaS product designed to give members the flexibility to evolve and grow their real estate strategy.
Roles and responsibilities
1. Client Engagement and Relationship Management
Timely proactive check-ins with all existing workplace accounts to address concerns and provide updates.
Building and maintaining strong relationships with key stakeholders to ensure satisfaction and long-term loyalty.
2. Onboarding and Implementation
Facilitating the seamless onboarding of new workplace accounts ensuring they are equipped to use the product effectively.
Guiding clients through product setup training sessions and best practices for optimal usage.
3. Product Adoption and Utilization
Monitoring product adoption to identify gaps and provide targeted interventions. Making sure all users are registered.
Sharing usage insights and recommendations to encourage clients to leverage all features and capabilities.
Conducting regular training to introduce new features and improve client understanding.
5. Feedback Collection
Gathering and analyzing customer feedback to identify trends and areas for improvement.
Acting as the voice of the customer within the organization by relaying feedback to product and technical teams.
Partnering with internal teams to influence product roadmaps and prioritize updates based on client needs.
6. Issue Resolution and Support Coordination
Handling escalations and collaborating with technical support teams to resolve complex issues promptly.
Ensuring clear communication with clients about issue resolution progress and outcomes.
7. Business Growth and Upselling
Identifying opportunities for upselling and cross-selling workplace solutions that align with customer goals.
Supporting sales teams by providing insights into customer needs and expansion opportunities.
10. Collaboration across multiple teams
Working closely with Sales Marketing Community Finance legal and global counterparts
Sharing insights and successful practices with international counterparts to drive continuous improvement.
11. Salesforce & Pipeline Management
Maintain and update all Workplace Opportunities within Salesforce
Ensure CRM hygiene by managing deal stages ownership tags and meeting notes
Support accurate reporting and pipeline visibility for the broader team
12. Billing & Contract Coordination
Coordinate with billing and legal teams to streamline contract digitization
Track legality links resolve invoice discrepancies and escalate issues where needed
Assist in ensuring accurate timely invoicing and contract compliance
13. Ticket Management & Escalation Handling
Monitor Workplace tickets raised by members through Salesforce
Route and escalate issues to the appropriate teams for swift resolution
14. Community & Field Collaboration
Partner with Community and Sales teams across locations to build strong local engagement
Help facilitate Workplace product refreshers and support lead generation from the field
Experience and Qualifications
- Bachelors Degree required in a related field
- Minimum 1 years of relevant experience
- Proficient in Google Suite
- Experience with Salesforce is a plus
- Demonstrates good sales hygiene
- Excellent communication writing and presentation skills
- Excellent stakeholder management between cross functional teams.
- Exceptional organizational skills for managing large volumes of data.
Equal Opportunity Employer
WeWork India is an Equal Opportunity and Affirmative Action Employer. We celebrate diversity and are committed to creating an inclusive environment for our employees and members. Employment decisions are made without regard to race religion national or ethnic origin sex sexual orientation gender identity or expression age disability veteran status or other characteristics protected by law.
We expect all employees to embody our values and all aspects of employment including the decisions to hire and promote are based on merit competence performance and business needs.
Our total rewards philosophy is aimed at providing compensation that is competitive performance linked and helps us attract and retain the talent we need to drive our business forward and serve our members. As part of WeWork India our commitment to you is that youll be surrounded by career opportunities in a culture that fosters collaboration flexibility and inclusion.
Required Experience:
Senior IC
Employment Type
Full-Time
