Specialist - Customer Success - SaaS Product (2-8 yrs)
Title: Customer Success Specialist
Work Exp : 2 - 8 Years
Location : Gurugram
Role : Individual Contributor
Shift Timings : 6:30pm to 3:30am (IST)
Job Description :
As Customer Success Specialist, your primary function will be providing account management support and driving adoption with current customers to help ensure a high renewal rate. In this individual contributor role, you will proactively work with customers to drive increased platform adoption, business value and overall customer satisfaction after the 30-day onboarding period. You will utilize superior customer success skills, expert platform knowledge as well as reputation management best practices in order to provide consultative advice to customers so they can optimize the capabilities
Responsibilities :
- Responsibility for the ongoing support and retention of an assigned base of accounts.
- Monitor health and proactively reach out to accounts based on key metrics/events/triggers specifically those customers that have low adoption.
- Conduct ad-hoc training platform training sessions
- Evaluate customers usage of the platform and determine additional ways the customer can successfully leverage the platform features.
- Help customers implement integrations with platform.
- Provide reactive support for accounts that are at risk and escalated account issues.
- Providing onboarding support for additional upsell locations and other situations requiring that type of support.
Requirements :
- 2-4 years of experience in a customer facing support/success/onboarding role.
- Customer experience champion.
- Strong oral and written communication skills.
- Consultative approach to account management.
- Deep customer empathy.
- Understanding of SMB space, particularly in the specified vertical.
- Exceptional Saas product knowledge.
- Ability to effectively manage delicate customer situations
- Understanding of competitive landscape.
- Knowledge of Salesforce CRM a plus.
- Bachelor's degree preferred.
For any query please feel free to call :
Shalini Mehndiratta
Associate Recruiter
AJ CONSULTING
T: 8851978578
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