We are seeking a dedicated and customer-focused Customer Success Executive with a minimum of 2 years of experience. You will be responsible for guiding new customers through the onboarding process, providing ongoing training and support, ensuring smooth product adoption, and fostering strong, long-term relationships. You will work closely with internal teams to drive customer satisfaction, engagement, and revenue growth, while ensuring our clients derive maximum value from our product/service.
Roles and Responsibilities:
Customer Onboarding & Training:
- Guide new customers through the onboarding process, ensuring they understand the product and are set up for success.
- Provide training and resources to help customers fully utilize our product/service, enabling them to meet their objectives.
- Offer personalized support and product demos as necessary during the onboarding phase.
Customer Support & Issue Resolution:
- Respond promptly and professionally to customer inquiries via phone, email, and chat.
- Troubleshoot and resolve customer issues, ensuring a positive experience. If needed, escalate issues to the appropriate team or department for further assistance.
- Track and document customer interactions, issues, and resolutions to maintain a history of communications.
Customer Relationship Management:
- Build and nurture strong relationships with customers, acting as their primary point of contact throughout their journey with our product/service.
- Proactively engage with customers to understand their needs and goals, ensuring they achieve maximum value from our offerings.
- Provide ongoing customer support and check-ins to ensure satisfaction and retention.
Product Adoption & Engagement on SAAS Product:
- Monitor customer usage and proactively identify opportunities to improve product adoption and engagement.
- Educate customers about new features, updates, and best practices to enhance their experience with the product.
- Create personalized strategies for customers to improve their engagement and success with the product.
Feedback & Continuous Improvement:
- Collect customer feedback to identify pain points and provide actionable insights to internal teams for product improvements and service optimization.
- Contribute to the creation of knowledge base articles, FAQs, and self-service resources to improve the customer experience.
- Share customer feedback and suggestions with the development and product teams to guide the future direction of the product.
Reporting & Documentation:
- Maintain accurate records of customer interactions, issues, resolutions, and key metrics related to customer satisfaction.
- Provide regular reports to management on customer satisfaction, product usage, feedback, and other critical performance indicators.
- Keep documentation and internal systems up to date, ensuring accurate and timely reporting.
Business Revenue & Growth:
- Identify opportunities for upselling, cross-selling, and renewals based on customer needs, ensuring that customers are aware of additional features or services that could benefit them.
- Collaborate with sales teams to drive revenue growth and ensure customer accounts are retained and expanded over time.
- Support the sales team with customer insights and opportunities for revenue generation through customer success initiatives.
Desired Experience:
- Minimum 2 years of proven experience in customer success, account management, or a similar customer-facing role (preferably in a SaaS environment).
- Strong communication skills, both written and verbal, with the ability to engage with customers in a professional and empathetic manner.
- Ability to troubleshoot technical issues and provide timely solutions.
- Excellent relationship-building and interpersonal skills.
- Strong problem-solving abilities and a proactive approach to identifying and addressing customer challenges.
- Familiarity with CRM software, customer success tools, and reporting platforms.
- Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
- A customer-centric mindset with a passion for delivering exceptional service and ensuring customer satisfaction.
Benefits:
The company offers a range of employee benefits including:
- Cashless medical insurance for employees, spouses, and children
- Accidental insurance coverage
- Life insurance coverage
- Five-day work week
- Access to online learning platforms such as Udemy
- Retirement benefits including Provident Fund (PF) and Gratuity
- Sodexo benefits for income tax savings
- Paternity & Maternity Leave Benefit
- National Pension Saving
- Earned leave Encashment
