About Survey2Connect:

Survey2connect (S2C) is a SaaS based experience management platform. We are a global IT product based firm whose vision is to be the best in class research platform which helps organizations make smarter and informed decisions hence improving the experiences organizations provide to every stakeholder. The platform helps organizations capture feedback at multiple touchpoints, understand it in real-time, and deliver insights by offering Simplified Survey, Customer Experience, Employee Satisfaction, Brand Tracking and Awareness. We are proud to provide Communities and Mystery Shopping solutions, as well as strategic guidance, support and services to leading banks, Insurance companies, airports and FMCG companies across the globe.

With a creative management, a skilled team, and an inherent ability to succeed, Survey2Connect strives to grow and reach heights.

Position Description:

Customer Success Executive plays a critical role in client satisfaction and thus bringing repeat business. They are the primary point of contact for the company's clients and need to have good communications, interpersonal and problem-solving skills. We are looking for a smart-working dedicated individual to join our team.

Responsibilities:

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

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

- Respond to customer queries in a timely and accurate way, via phone, email or chat

- Provide technical support and ad-hoc training to customers who use the company's product, replying to inbound queries.

- Identify customer needs and ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.

- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)

- Aid with the development and improvement of the product by gathering feedback to identify recurring issues and addressing these with the product manager.

Requirements:

- Proven relevant experience of more than 1 year

- Active problem solving and analytical skills

- Excellent interpersonal and communication skills

- Customer focus and ability to perform under pressure

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