Customer Success Associate

3 weeks ago

Ahmedabad, India Shipmnts Full time

At Shipmnts, we are on mission to Accelerate Global Trade. We are an all-in-one Technology Platform with all the software, integrations and resources one needs for Global Trade & Logistics Management (GTLM).


Our goal: Revolutionise Tech for second largest industry in the world


Who you'll be working with:

  • You will work closely with our Head of Product, our Customer Success Team and our CEO
  • Our Customer Success team is responsible for end to end customer experience around planning, implementation, user onboarding and post onboarding support


What you'll do:

  • Promptly resolve inbound calls and online Support cases from customers
  • Performs routine to moderately complex troubleshooting and analysis to resolve issues
  • Identifies software defects and reports to Quality Assurance/Development for investigation of root cause and fixing
  • Documents case through formalized written communication
  • Handle inquiries and problems within assigned major product area expertise/ skill set and effectively triage those outside area of expertise and transfers to the next Support level
  • Create and maintain knowledge base that enable self-service support for Customers/Partners
  • Gather and prioritise feedback from customers. Provide a view of ground realities and help us identify risks at each account level.
  • Co-own end-user training and data migration from legacy system and technical support for our finance and tax compliance modules
  • Participate in constant improvement around processes for onboarding, adoption, and customer success.
  • Help our customers realise tangible value / outcomes faster with our product


You will be face of Shipmnts for our customers


What makes a great profile for us: 

  • Former experience in Technical / Functional Support
  • Former experience in Product Led environment
  • Former experience in managing successful implementations of ERPs / complex SaaS workflows (especially with customer onboarding)
  • Bonus: Basic Knowledge of accounting systems like Tally/ERP Next


You are: 

  • Extremely Organised and Detail Oriented
  • Calm under pressure and self motivated
  • Collaborative 
  • Problem Solver 
  • Most importantly you are empathetic to customers 


Some Basic Requirements: 

  • You are Tech-Savvy and proficient in MS office applications, with moderate to advanced Excel skills
  • Proficiency in Business English language (Spoken and Written)


Owning Knowledge has no pre-requisites and we welcome candidates with any form of formal educational background who match this profile

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