Customer Success Engineer

2 weeks ago

Greater Bengaluru Area, India Aptean Full time

Job Title: Customer Success Representative

Experience level - 2 - 4years

Job Location - Bangalore


Deliver a world class customer experience by focusing on customer business outcomes, resulting in best in-class NPS results.

We’re hiring a Customer Success Representative who considers themselves the following: You’re obsessed with delivering top-tier customer success service and pride yourself on exceeding customer expectations. You’re a team player who can assist in managing the full customer life cycle. You have a proven track record of acting as a trusted advisor to your customer. You’re a creative thinker leveraging key insights from datasets to tell a story. You’re a critical problem solver, demonstrates empathy and is hungry to create a world-class customer experience every day.

As a Customer Success Representative, you’ll work collaboratively to ensure the satisfaction and retention of our customers by providing exceptional customer service. Interacting daily with your customers and teams, you’ll help execute data-driven strategies that fully maximize ROI and product adoption across our customer base. Your elevated customer relations skills, resourcefulness, and ongoing eagerness to learn will drive success in this role.

Responsibilities

Collaborating with Customer Success team members to manage all assigned tasks to achieve customer goals and key performance indicators (KPIs)

  • Partner with Customer Success Director to own the entire customer lifecycle and act as main contact for customers.
  • Experience with Customer Journey Mapping
  • Create Customer Experience and Health Playbooks, execute and drive
  • Experience with NPS program
  • Work cross-functionally to develop customer solution plans
  • Identify churn risk and build strategy to prevent/reduce churn
  • Establish multi-level relationships Internal and External
  • Monitor product usage and creatively engage to drive adoption
  • Ability to drive and successfully launch events
  • Client Satisfaction and Account Management where the Customer Success Representative must ensure that their assigned clients are “raving fans” of the product, service and company.
  • Ensure internal and customer meetings are scheduled, productive and accurately documented for future reference.
  • Maintain accurate data and project details
  • Support ongoing Customer Experience Improvement project efforts
  • Provide excellent customer service and support through effective communication and a high attention to detail
  • Keep up to date with best practices
  • 2+ years of experience with a desire to learn new skills in the software industry
  • Strong project and time management as well as organizational skills
  • Excellent attention to detail
  • Exceptional written and verbal communication skills with an openness to providing feedback
  • Previous B2B SaaS (Software as a Service) Customer Success, Account Management, consulting and/or sales experience would be highly valued.
  • Experience with Survey tools


Qualifications

  • 2+ years experience in Customer Success or customer-facing role in Software Industry
  • Fluent in English
  • Comfortable with presenting to clients and global internal teams
  • Excited to work in a fast-paced, rapidly changing environment
  • Able to demonstrate empathy and develop a strong rapport with customers and across the global organisation
  • Obsessed with improving customer experience and daily life at work
  • An excellent communicator. You need to be able to recognize different customer motivations and needs and communicate effectively across multiple stakeholders.
  • A creative, out-of-the-box thinker. You need to take a concept from ideation through validation and execution.
  • Comfortable with ambiguity, uncertainty, and autonomy
  • Able to prioritize the critical few from the trivial many
  • Able to come up with creative and innovative solutions to problems
  • Ability to draw insights and learnings from data and surveys to optimize customer experience strategy
  • Proven experience building relationships with all levels within an organization
  • Comfortable analyzing data sets to craft a compelling story
  • Strong organizational skills and must be detail-oriented
  • Proficiency with Salesforce.com(Good to have)
  • Strong Excel Skills (advanced Lookup functionality and structuring of pivot tables) and competency with Microsoft Office suite


What you’ll need:

  • Strong written and verbal communication skills, and be able to work effectively in partnership with clients
  • Superior troubleshooting, evaluative, and problem-solving abilities
  • Self-motivated, strong work ethic, and positive a “can do” mentality
  • Strong organizational skills and effective planning

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