Customer Success Specialist

3 weeks ago

Bengaluru, Karnataka, India Cropin Full time

Job Summary

The Customer Success Specialist will proactively engage with customers to provide strategic and tactical guidance to them in order to increase the value they acquire from CropIn's suite of products. you will be responsible for working directly with customers to drive customer satisfaction and to ensure that they are successful and delighted with CropIn products. It will be your responsibility to onboard these customers onto our product services and drive usage and adoption of the product in their organization.

Principal Accountabilities

  • Manage all post-sales interactions with customers through strong relationship-building, product knowledge, planning and execution
  • Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs
  • Deliver a proactive customer contact strategy including project plans to drive deployment, change management and product adoption
  • Deliver continuous and routine communication with customers to develop manageable action plans to further enhance our customer partnerships
  • Be the single point of contact for our Customers and act as an escalation point to drive resolution in a timely, proactive manner
  • Manage customer expectations and develop strong understanding and acceptance of our Value Proposition and Customer ROI
  • Work closely with Product and Engineering on identification and tracking of enhancement requests and bugs
  • Be the customer's advocate for feedback and changes into the functional areas they impact
  • Have deep product knowledge of all product lines. Ability to showcase product demo + work out solutions for business use cases using best product-fit
  • Aligning with key customer stakeholders to establish a stronger customer relationship management program (stakeholder mapping)
  • Drive data-driven insights/intelligence to run focused and result-oriented customer engagement programs
  • Work closely with Sales Account management and finance teams for upselling and cross-selling opportunities with your accounts

Primary Relationships

  • Work with internal cross-functional teams (product, sales, marketing, support etc.) to ensure customer's issues/solutions are addressed

Best fit profile

  • Candidates with a B.Sc. in Agriculture and/or an MBA from institutions with focus on agri-business management.
  • 3-6 years of experience in Account & Project management & being an advocate for customer success.
  • Proven experience in a customer facing role. Should have worked with customers in managing customer requirements, delivering and deploying a software solution, technical issue resolution and escalation management at both the business owner and executive levels
  • The ideal candidate is hands-on and results-oriented person with strong communication and problem-solving skills
  • Hands-on technical knowledge of Software as a service and Web-based products
  • Self-starter who can own ongoing customer success of both large and small clients
  • Prior understanding of Agriculture domain or Farming ecosystem will be preferred but not mandatory

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