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Customer Success Specialist

3 months ago

ahmedabad, India Saleshandy Full time
Hey,
Saleshandy is a suite of email productivity tools for professionals. We are having more than 2000+ customers and 20k+ users across the globe. A team of 35 people has made this happen. When it comes to Business Development I can say just a team of 10 made this happen.
Highlights of some of the key achievements of the Customer team at Saleshandy.
Achieved an NPS score of 30.
Rated 4.5 by more than 300 users in G2crowd, getapp, Chrome Store, and other software discovery portals.
Adding more than 300 customers every month
Up next, are the challenges we are looking forward to solving:
Hitting 170k MRR goal (Adding 500 new customers a month)
Reducing the churn rate by increasing the service standards (i.e onboarding, demo, success, etc.)
Structuring the team to specialise in each functional activity i.e SDRs (lead qualification), AEs (demo & MRR $$), CS (Retention & Upgrades) etc.
Now your turn,
Are you a customer-obsessed, flexible, smart and analytical, strategic yet execution-focused, hungry and passionate about SaaS, experienced, and entrepreneurial leader with a strong work ethic? Interested in working in a high-impact role?
If yes, this opportunity will appeal to you.
What will you be doing?
Provide technical support and ad-hoc training to customers who use the company’s product, replying to inbound queries.
Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.
Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.
Handle and resolve customer requests and complaints.
Report to the Customer Success Managers on revenue-impacted results (weekly/monthly/quarterly)
Note: Major volumes of user queries that we get are through Chat and email. We also have to jump on calls with clients over web conferencing. Our major users are from American and European time zones, hence the shift timing will correspond to the same.
What key performance indicators will you own?
Manual upgrades/upselling.
Customer happiness score
Churn rate
Retention rate.
You should have...
Excellent communication & writing skills
Great problem-solving abilities
Self-driven and proactive nature
Patience when handling tough cases
High computer literacy and ability to learn new software
Knowledge of customer success processes
Agile approach and being coachable at all times
Passion for talking to customers all day, every day
The ability to explain complex topics in easy-to-understand and concise language (English)
Ambition, eagerness, and the will to learn and improve upon your own skills
Why should you join Saleshandy?
Opportunity to work with customers across the globe
Excellent growth opportunities and an open culture ensure best ideas win
Well-defined training program to enhance your skills
A clear career path with job career guidance
Be a part of the learning culture
Be a part of a fast-moving & growing startup
Leverage the benefits of working in product based company
Other Perks:
Personal Development — an annual budget for books, courses, and conferences
Medical Insurance — we offer health insurance allowance to all teammates
Annual team retreats — to amp up the entire team's energy every year, we take a retreat. you will decide the place.
So, think you’re a good fit? Then let’s roll.
Step 1: You apply for the job (with your current portfolio).
Step 2: Quick call with the HR folks
Step 3: First round with Yashal (Head of Customer Success)
Step 4: Work on a small assignment.
Step 5: Second round interview to gauge if you are a good culture fit.
Step 6: Job Offer (contingent on the above steps) and welcome to the ikigai tribe