Customer Success Engineer

7 days ago

Bengaluru, India Aptean Full time
Job Title: Customer Success RepresentativeExperience level - 2 - 4yearsJob Location - Bangalore

Deliver a world class customer experience by focusing on customer business outcomes, resulting in best in-class NPS results.We’re hiring a Customer Success Representative who considers themselves the following: You’re obsessed with delivering top-tier customer success service and pride yourself on exceeding customer expectations. You’re a team player who can assist in managing the full customer life cycle. You have a proven track record of acting as a trusted advisor to your customer. You’re a creative thinker leveraging key insights from datasets to tell a story. You’re a critical problem solver, demonstrates empathy and is hungry to create a world-class customer experience every day.As a Customer Success Representative, you’ll work collaboratively to ensure the satisfaction and retention of our customers by providing exceptional customer service. Interacting daily with your customers and teams, you’ll help execute data-driven strategies that fully maximize ROI and product adoption across our customer base. Your elevated customer relations skills, resourcefulness, and ongoing eagerness to learn will drive success in this role.

ResponsibilitiesCollaborating with Customer Success team members to manage all assigned tasks to achieve customer goals and key performance indicators (KPIs)Partner with Customer Success Director to own the entire customer lifecycle and act as main contact for customers.Experience with Customer Journey MappingCreate Customer Experience and Health Playbooks, execute and driveExperience with NPS programWork cross-functionally to develop customer solution plansIdentify churn risk and build strategy to prevent/reduce churnEstablish multi-level relationships Internal and ExternalMonitor product usage and creatively engage to drive adoptionAbility to drive and successfully launch eventsClient Satisfaction and Account Management where the Customer Success Representative must ensure that their assigned clients are “raving fans” of the product, service and company.Ensure internal and customer meetings are scheduled, productive and accurately documented for future reference.Maintain accurate data and project detailsSupport ongoing Customer Experience Improvement project effortsProvide excellent customer service and support through effective communication and a high attention to detailKeep up to date with best practices2+ years of experience with a desire to learn new skills in the software industryStrong project and time management as well as organizational skillsExcellent attention to detailExceptional written and verbal communication skills with an openness to providing feedbackPrevious B2B SaaS (Software as a Service) Customer Success, Account Management, consulting and/or sales experience would be highly valued.Experience with Survey tools

Qualifications2+ years experience in Customer Success or customer-facing role in Software IndustryFluent in EnglishComfortable with presenting to clients and global internal teamsExcited to work in a fast-paced, rapidly changing environmentAble to demonstrate empathy and develop a strong rapport with customers and across the global organisationObsessed with improving customer experience and daily life at workAn excellent communicator. You need to be able to recognize different customer motivations and needs and communicate effectively across multiple stakeholders.A creative, out-of-the-box thinker. You need to take a concept from ideation through validation and execution.Comfortable with ambiguity, uncertainty, and autonomyAble to prioritize the critical few from the trivial manyAble to come up with creative and innovative solutions to problemsAbility to draw insights and learnings from data and surveys to optimize customer experience strategyProven experience building relationships with all levels within an organizationComfortable analyzing data sets to craft a compelling storyStrong organizational skills and must be detail-orientedProficiency with Salesforce.com(Good to have)Strong Excel Skills (advanced Lookup functionality and structuring of pivot tables) and competency with Microsoft Office suite

What you’ll need:Strong written and verbal communication skills, and be able to work effectively in partnership with clientsSuperior troubleshooting, evaluative, and problem-solving abilitiesSelf-motivated, strong work ethic, and positive a “can do” mentalityStrong organizational skills and effective planning

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