Customer Success Associate

1 week ago

Mumbai, Maharashtra, India Cogno Al Full time

Company Introduction:


Cogno AI by AllinCall is an omnichannel cloud communication service that uses a combination of chatbots, live agent chat, cobrowsing, and video calling to provide a delightful customer experience across all digital channels.

We work with 90+ large enterprise clients (ICICI Group, Kotak Group, HDFC Group, State Bank Group, Aditya Birla Group, Bajaj Group, etc.).

We are on a mission to build the best communication solutions for businesses to help them provide a delightful customer experience.


Skills Required:
Problem Solving, Analytics, Strategy, Planning, Effective, Communication Skills, Critical Thinking, Leadership, G-Suite, MS-Office

Responsibilities:


The Job requires you to ensure that our Products are offering the right Return on Investment (RoI) to our clients post-implementation.


The important set of activities includes:
***:

  • Onboard new clients, help with necessary product training, and maintain a profitable relationship with the clients.
  • Keeping track of the usage of our Products across our clients.
  • Identifying the implementations where the usage of the Product is low and the client is not getting the right RoI.
  • Identifying what has gone wrong, working with the Client, our Sales Team, and our Operations team to understand the exact reason for the lack of RoI, and establishing and implementing a plan of action to fix the same.
  • Conducting training sessions with the clients to ensure the right understanding of our Products.
  • Analyze customer data to improve customer experience.
  • Minimize customer churn.
  • Track and maintain good NPS and CSAT scores for existing accounts, determine customer satisfaction, and use the findings to improve on areas of complaint.
  • Tracking and managing the Software License Renewals.
***:
Must Haves

  • Proactive, Prompt, and Responsive.
  • Strong sense of responsibility and ownership.
  • Common sense and general aptitude.

Eligibility:

The following are the important eligibility requirements for this Job:

  • 3-5 years of experience in Customer Success Management.
  • Experience in a B2B Software Product would be preferred.
  • B. Tech in Computer Science or IT or an equivalent degree would be preferred.
  • Fluent in Verbal and Written English.

Benefits:

***:

  • Get a chance to shape your career in one of the fastestgrowing spaces
  • Artificial Intelligence, Machine Learning, and other newage technologies.
  • Get a chance to work with some of the largest enterprise clients like ICICI Bank, HDFC Bank, Kotak Mahindra Bank, etc. and understand their business model and operations.
  • Best of both worlds
  • Work experience of a startup and branding of Fortune 500 companies
  • Very fastpaced growth environment. You tend to learn and grow at a 2x rate minimum
  • Work with an incredible team that has created products for big BFSI enterprises (one of the toughest markets to crack), which the customers love
  • Lots of creative freedom
  • Lots of fun at the workplace.
Frequent fun activities to make work even more enjoyable :
)

  • Fantastic company culture. No politics. Just pure work and play
  • Very approachable and helpful seniors and peers.

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