Executive - Customer Success

2 months ago

Noida, India ARK Infosolutions Pvt. Ltd. Full time

Location: Noida & Bangalore



Description:-


As an On-Field Customer Success Executive, your role is pivotal in ensuring our customers achieve success with our products or services. You'll serve as a liaison between our company and clients, providing guidance, support, and technical assistance to maximize the value they derive from our offerings. Your primary focus will be on building strong relationships, understanding customer needs, and leveraging your technical acumen to address challenges and drive adoption.


Role & Responsibilities:-


  1. Customer Engagement - Fostering strong relationships and understanding their unique requirements, goals, and challenges.
  2. Onboarding and Implementation - Guide customers through the licensing process, ensuring a smooth transition to our products or services. Provide technical expertise during implementation to address any integration or configuration issues.
  3. Account Management - Proactively monitor customer accounts, identify opportunities for upselling or cross-selling, and collaborate with the sales team to expand the customer's usage and maximize revenue opportunities.
  4. Feedback and Advocacy Gather customer feedback, analyze trends, and communicate insights internally to inform any development and improvement initiatives. Advocate for customer needs within the organization to drive customer-centricity.
  5. On-Site Visits - Conduct on-site visits to customers as needed, building rapport, understanding their operations firsthand, and offering personalized support and guidance.
  6. Documentation and Reporting - Maintain accurate records of customer interactions, issues, and resolutions. Generate reports on customer success metrics, including adoption rates, satisfaction scores, and retention rates.


Requirements:-


  1. Graduate in any discipline.
  2. 0-3 yrs of experience in a similar field e.g. Customer Relationship, Support.
  3. Must know the local language (Read, Write & Speak).
  4. Excellent verbal & written communication skills.
  5. Customer-centric approach - Ability to empathize with customers, anticipate their needs, and proactively address concerns.
  6. Relationship building - Strong interpersonal skills with the ability to build trust and rapport with customers at all levels of an organization.
  7. Problem-solving skills - Analytical mindset with a proactive approach to problem-solving.
  8. Organization & time management - Exceptional organizational skills with the ability to manage multiple priorities, deadlines, and customer engagements simultaneously.
  9. Flexibility & adaptability - Willingness to travel to customer sites as required and adapt to changing priorities and business needs.

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