Company Description
eShipz is a rapidly growing logistics automation platform that helps businesses streamline their shipping operations and enhance post-purchase customer experiences. With solutions such as multi-carrier shipping integrations, real-time tracking, automated shipping labels, NDR management, and analytics, eShipz serves 350+ businesses, including eCommerce companies and enterprises. The platform also provides robust freight audits and reliable customer support to optimize logistics efficiency. Learn more at www.eshipz.com.
Role Description
This is a full-time, on-site role located in Bengaluru for a Customer Success Specialist with 3-5 years of experience in SaaS. The responsibilities include managing customer success initiatives, ensuring high levels of customer satisfaction, providing excellent customer support, addressing customer inquiries, and coordinating with internal teams to resolve issues. The role also involves analysing customer feedback and data to improve service quality and strengthen client relationships.
Objectives of the role
- Managing and growing relationships with keycustomers, acting as their primary point of contact.
- Engaging proactively withcustomersto understand their goals and challenges and offering solutions that align with their needs.
- Ensuring highcustomerretention and satisfaction levels by delivering exceptional service and support.
- Gatheringcustomerfeedback and communicating product improvement suggestions to the development team.
- Collaborating with internal teams to addresscustomerfeedback, resolve issues, and ensure the smooth delivery of products and services.
- Developing and executingcustomer successstrategies that drive product adoption and maximisecustomervalue.
- Monitoringcustomerhealth metrics, trackingsuccessKPIs, and regularly reporting oncustomeroutcomes to leadership.
- Advocating for thecustomerwithin the organisation to ensure their needs are prioritised.
Your tasks
- Onboard new clients and guide them through product setup, training, and initial usage to ensure successful implementation.
- Conduct regular check-ins and business reviews withcustomersto assess progress, gather feedback, and discuss future goals.
- Identify upselling and cross-selling opportunities to expandcustomeruse of the company's products and services.
- Oversee thecustomerlifecycle management and identify areas for optimisation.
- Conductcustomeronboarding sessions to ensure successful product adoption.
- Create and deliver customised reports, presentations, and performance insights to demonstrate the impact of our solutions.
- Leadcustomertraining sessions, workshops, and demonstrations to enhance product knowledge and usage.
- Assist in the development ofcustomer successplaybooks and resources.
- Serve as the liaison betweencustomersand internal teams, such as product development, sales, and support.
- Managecustomerescalations and ensure issues are resolved quickly and effectively.
Required skills and qualifications
- Bachelor's degree in business, Marketing, Communications, or a related field.
- 3+ years of experience as acustomer successmanager, account manager, or incustomer success, account management, orcustomerservice roles.
- Experience in managingcustomer successprograms,customerretention, and upselling strategies.
- Ability to analysecustomerdata and usage trends to identify areas of improvement.
- Understanding of product management and its impact oncustomerexperience.
- Strong interpersonal and communication skills, with the ability to build and maintain long-term relationships and work cross-functionally.
- Excellent problem-solving and critical-thinking abilities, with acustomer-focused mindset and a proactive approach.
- Strong organisational and time management skills, with the ability to manage multiple accounts and priorities simultaneously.
- Familiarity with CRM tools,customer successplatforms, and analytics software.
- Solid negotiation skills to handle complexcustomeraccounts.
