Responsibilities

- Convert leads that have signed up into active customers

- Explain to prospects & customers how SciSpace works and how it can fit their needs

- Help customers who face any problems during registration

- Sustain business growth and profitability by maximizing value.

- Analyse customer data to improve customer experience.

- Hold product demonstrations for customers.

- Evaluate and improve tutorials and other communication infrastructure.

- Mediate between clients and the organization.

- Handle and resolve customer requests and complaints.

- Minimise customer churn.

- Aid in product design and product development.

- Work with the Engineering team to identify, track and manage technical issues

- Turn the onboarding process into an amazing customer experience, and lead this initiative from ideation to implementation

- Be responsible for customer experience metrics along the early stage of the customer journey

- Own overall relationship with Global clients, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them

- Work with the sales and marketing team to drill customer references and develop case studies

- Communicate effectively with senior-level management to understand customer needs, maximize retention and growth, and communicate learnings

- Maintain existing customer success metrics and data as directed

- Review the customer journey, identifying how it's supported, taking a consultative approach in helping clients to overcome issues and achieve business goals

- Work with Sales, Product & Tech teams to ensure that customer requirement are well understood and delivered on time with the utmost quality.

- Collect feedback, monitor their satisfaction, and develop improvement plans to address concern areas

Our ideal candidates would :

- 3+ years of Experience in Customer-facing or relevant roles.

- You should have proven experience working in a customer service position, preferably at a SaaS organization, with excellent knowledge of the latest trends and techniques in service management.

- Ability to resonate with the concept of listening first, responding second

- Should be able to use the product and understand the problems/hurdles faced by the user

- Exceptional Communication (authenticity, and empathy) to resolve customer issues.

- Should be able to communicate about the product features in a way that is easy to understand

- A desire to optimize workflow and automate repetitive tasks

- Ability to work efficiently in a leadership role, take direction, and feel comfortable asking questions and offering help when needed.

- Tech-savvy - must have basic knowledge of different browser operations and be willing to work quickly at resolving technical issues

- Highly organized and able to multitask.

- Self-driven and proactive nature.

- Excellent interpersonal skills.

- Knowledge of customer success processes.

- Experience in document creation.

- Ability to generate insights from Structure and Unstructured Data

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