Customer Success Executive

Locations : Pune

Experience : 3+ years

About us :

Our client makes data easier to understand by explaining the insights in words, using AI. Their product analyses data, derives insights and then communicates those insights, in words, in multiple languages.

About the role :

This is an ideal opportunity for someone with strong communication skills, a sharp eye for detail and attention to people's needs.

You- ll be responsible for on boarding new customers, supporting existing end users and customers with their ongoing needs, tracking user issues and feeding back to the team. You will ensure world-class customer service is delivered to new and existing clients to ensure they get the most out of the product.

Responsibilities :

- Help and guide customers in starting their journey on our product.

- Coordinating and setting up initial training sessions for the customers to provide them confidence on the tool.

- To Develop customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn.

- Ensures all customers are successfully using the product or service they- ve purchased from the company.

- Need to be the first face for the customers and should be available to answer any in-bound questions and provide support.

- Ensure customer raised tickets are resolved in a timely manner and there are no SLA breaches

- Innovating in setting up communication infrastructure with the customers to get quick and real feedback.

- Tracking and reporting key client success metrics.

Required skills and qualities:

- Minimum 3 years- experience in customer facing, B2B roles.

- Excellent communication skills, with a client-focused attitude, empathetic and able to relate to customer needs

- Excellent organisational and planning skills, with a sharp focus on detail

- Good understanding of SaaS solutions and related technology

- Able to take proactive approach to work and find teaching other people rewarding

Benefits :

- A young and energetic workplace where new ideas are always welcome. The crazier, the better.

- Freedom to try new things; failure is not censured.

- Casual dress code

- 5 day work week. Yes, Sat-Sun off

- No over-time, proper work-life balance

- Take-it-when-you-need-it vacation

- Above all, we as a team devote one day every month to volunteer for social causes close to our hearts.

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