Customer Success Operations Associate
5 days ago
Website
Role Overview:
As a Customer Success Operations Associate at Faclon Labs , you will be the primary point of contact for major client accounts, ensuring their successful onboarding, satisfaction, and retention. Your role involves conducting regular health checks, proactive communication, issue resolution, and collaboration with Customer Success Managers (CSMs) and the sales team to deliver exceptional service and drive client success.
Key Responsibilities:
1. Client Health Monitoring and Communication:
Conduct regular health checks for major client accounts to assess satisfaction and feature and deliverables performance.
Initiate and maintain consistent communication through scheduled check-in calls and emails to address client needs and concerns.
Act as the first point of contact for clients, managing inquiries and coordinating with internal teams for prompt resolution.
2. Proactive Issue Identification and Resolution:
Monitor delivered projects to identify potential issues or areas for improvement.
Collaborate with technical teams to address and resolve identified issues promptly, ensuring minimal disruption to the client.
3. Onboarding and Project Handover:
Collaborate with CSMs during the client onboarding process, ensuring a seamless transition and understanding of client requirements.
Participate in project delivery alongside CSMs, gaining comprehensive knowledge to effectively take over post-delivery support.
Maintain a hyper-care mode post-delivery to ensure client satisfaction and successful adoption.
4. Account Management and Renewal:
Manage client accounts post-delivery, ensuring ongoing satisfaction and engagement.
Coordinate with CSMs and the sales team to facilitate timely renewals and identify opportunities for upselling or cross-selling additional services.
5. Cross-Functional Collaboration:
Work closely with sales, product development, and technical support teams to ensure client feedback is communicated and addressed.
Contribute to the development of best practices and process improvements within the Customer Success Operations department.
Key Qualifications:
Experience:
0 - 2 years in Customer Success, Account Management, or a related role within the IoT or software industry. Freshers with relevant background can also apply.
Skills:
Strong understanding of IoT solutions and their applications in Industry 5.0.
Excellent communication and interpersonal skills, with the ability to build and maintain client relationships.
Proactive problem-solving abilities with a focus on client satisfaction.
Ability to collaborate effectively with cross-functional teams.
Proficiency in using Customer Relationship Management (CRM) software and other relevant tools.
Education:
Bachelor's degree in engineering or a related field.
Additional certifications in Customer Success or Account Management are a plus.
Key Traits:
Customer-centric mindset with a passion for delivering exceptional service.
Strong organizational skills and attention to detail.
Ability to work independently and manage multiple client accounts simultaneously.
Adaptability to work in a fast-paced, evolving environment.
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