Plobal Apps :

Plobal Apps helps ecommerce store owners to build a native conversion-optimized mobile app for their stores. We enable e-commerce store owners generate new revenues, increase conversions and customer loyalty for their stores using a mobile app sales channel - www.plobalapps.com

Plobal Apps is currently the #1 native mobile app product on the Shopify marketplace and has now launched on BigCommerce and other platforms too.

We are looking out for talented customer support and success professionals to join our team [Pune Office]

Job Title : Customer Support and Success Executive - SaaS Product

Responsibilities :

- Helping on-board customers and Go Live with their mobile applications on both Android + iOS mobile platforms

- Have deep product knowledge of all product lines. Ability to showcase product demos, trainings + work out solutions for business use cases using best product-fit

- Work with internal cross-functional teams (product, sales, pre-sales, marketing, product marketing etc.) to ensure customer's issues/solutions are addressed in a timely manner

- Pro-actively compile all new feature requests and issues and submit to the product teams.

- Work with Program Manager (Customer Success) to derive data driven insights/intelligence to run focused and result-oriented customer engagement programs. Understanding of SaaS metrics and

- Own two key metrics (Reduce number of issues addressed per customer, Increase customer satisfaction)

- Setting up and use support ticketing softwares (helpshift, freshdesk, intercom.io etc)

- Provide ongoing and immediate support to users and customers, via phone, e- mail & chat, to ensure their success with Plobal Apps

- Proactively monitor and report on customer communications, usage and success to internal teams

- Building a trustworthy relationship with clients to ensure retention and reduce churn

- Creating Knowledge Bases in the form of tutorials, FAQs, Case Studies, Success Stories etc to help with support as well as sales

- Maintaining billing, product issues and customer support and success reports

- Act as a trusted advisor and escalation point for a select set of customers

- Provide timely recommendations to clients on how to obtain the maximum results from the Plobal Apps product

- Setup and automate processes, improve them relentlessly and reduce administrative tasks and scale the team

- Regular coordination with all channel partners

Requirements :

- Proven track record of establishing themselves as a strategic trusted advisor to clients

- Prior experience of at least 2-5 years in customer support roles for a SaaS product (essential)

- Very Strong written and verbal presentation/communication skills (essential)

- Proficiency in e-commerce and mobile products is a plus

- Self-starter who can own ongoing customer success and support of both large and small clients

- Bachelor's Degree in Computer Science + Business Education preferred

- Excellent written and verbal communication skills is a MUST

- Ability to set up processes and execute tasks in a timely and professional manner

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