ROLE: Be a product evangelist and synergize the entire customer lifecycle. Engage with potential and existing customers as a trusted advisor and ensure the business objectives are achieved.
Key Responsibilities
- Develop deep expertise in DataChannel product offerings and be a trusted advisor to potential customers and manage their portfolios.
- Sustain business growth and profitability by maximizing value and aid in product design and product development.
- Engage, advise, and address potential customers use cases by mapping their business goals and DataChannel product features.
- Collaborate with stakeholders (internal and external) during different stages of the customer's life cycle e. g. product evaluation, subscription, initial adoption, etc.
- Identify new business opportunities in the existing account(s).
- Keeping customers updated on product updates & changes.
- Manage and own account retention, and renewals and minimize churn.
- Improve onboarding processes and hold product demonstrations for customers.
- Handle and resolve customer requests and complaints in an effective way.
- Gathering customer feedback and sharing it internally to improve the product and/or establish better Customer Support practices.
- Encouraging customer advocacy through internal NPS surveys, external reviews, case studies, testimonials, referrals etc.
Required Skills
- 3-5 years of experience in direct customer-facing roles e. g. customer success, client management, client engagement, relationship management etc.
- Understanding of the data and business analytics landscape with a working knowledge of Databases and SQL.
- Minimum 2 years of relevant prior experience in a B2B /SaaS company.
- Effective communicator with the ability to have meaningful conversations and thought articulation.
- Prior experience in cross-functional collaboration roles involving multiple stakeholders from diverse backgrounds.
- Excellent customer service orientation & engagement.
- Eager to learn and drive for results and implement best practices.
- Ability to work creatively and quickly in a fast-paced environment.
- Knowledge of customer success processes and document creation.
- Multitasking, creative thinking, and working independently.
