Customer Success Executive - (1-2 years Experience)

Job description :

- Join an early-stage Conversational Automation start-up

- Liberty to drive the product and provide direction in line with business needs

- Work with a remote and dynamic team.

The Job :

You will be responsible for :

- Building strong client relationships by providing customers with ongoing support and regular sharing of best practices, insights, and product knowledge.

- Partnering with the sales team to ensure that new customers are onboarded successfully.

- Help clients get started with the product

- Proactively engage our new customers and help them get started on our product.

- Identifying opportunities across the customer lifecycle to increase customer satisfaction and revenue.

- Ensuring a high level of customer renewals on a month to month basis.

- Engage clients to improve usage 

- Periodically check on our existing customers to see how they are using our product and suggest ways to improve their workflow.

- Building strong product expertise and providing training & ongoing support as required.

- Providing feedback and advocacy on customer pain-points to internal teams.

- Handling inbound calls and emails in a professional manner.

- Resolving customer inquiries and requests and ensuring strong customer satisfaction.

- Escalating customer feedback as required.

What do we expect from an applicant for this role :

- You should be able to manage multiple relationships with ease. So we need an approachable and vibrant personality, who can comfortably build and nurture relationships with our clients.

- You need to have excellent communication skills. You should be able to understand customer issues, resolve their queries and coordinate with our internal teams for help.

What we are looking for in you :

- You have at least 1 year experience within a Customer Success or Customer Service role.

- You are fluent in English & Hindi to communicate with customers.

- You possess excellent interpersonal as well as written and verbal communication skills.

- You are a strong networker & relationship builder.

- You are a strong team player who can manage multiple stakeholders.

- You are highly goal driven and work well in fast paced environments.

- Take ownership of tasks.

- A software company sells their SaaS (software as a service) product to other businesses. The company employs a Customer Success team, comprising Customer Success Execs and a Customer Success Manager, to maintain contact with their business customers.

- Customer Success Execs have a direct effect on the bottom line of the company by ensuring all customers are making the most of the software and providing solutions to any problems they encounter. They reach out with news of software upgrades and new product features, providing any necessary training with the primary aim to optimise all customers- experience of the software, therefore increasing overall customer retention and minimising costs for the business.

Core skills and experience :

- Thorough knowledge of (or eagerness to learn about) the company's products and their capabilities.

- Technical aptitude and the ability to understand and explain complex concepts in simple terms.

- Great interpersonal and relationship-building skills.

- Customer service experience and a customer-centric attitude.

- Knowledge of other languages is helpful if the company works internationally.

- Some B2B sales experience is often beneficial if the role involves upselling.

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