Customer Success Associate

1 week ago

Gurugram, India Sumtracker.com Full time

Company website :

Skills : User-centric mindset, SaaS Product building, Excellent communication

Work policy and location : This is a remote position, but we value in-person collaboration and occasional team gatherings. Candidates must be located in the NCR region to facilitate these meet-ups, which will typically be held in Gurgaon.


What is Sumtracker?

Sumtracker is a fast-growing SaaS startup revolutionising inventory management for e-commerce businesses worldwide. Founded by IIT Delhi alumni, our powerful software empowers merchants selling across major platforms like Shopify, Amazon, eBay, Etsy, and more. We're proud to support a global client base across the US, UK, Australia, and beyond. At Sumtracker, we're passionate about simplifying the complexities of inventory for e-commerce entrepreneurs and are driven to become the industry leader in this exciting space. Join us as we make a real difference in the lives of online sellers


About the Role

We are seeking a passionate and driven Customer Success Associate to join our team and play a critical role in ensuring our clients achieve maximum value from our SaaS product. As a Customer Success Associate, you will be the voice of our customers and a key bridge between them and our product team. This is an exciting opportunity to make a real impact on customer satisfaction and contribute to the growth of our company.


Responsibilities

  • Customer Support: Provide ongoing support, answer customer questions via chat, emails and video calls.
  • Be the Customer Advocate: Gather customer feedback, identify pain points, and effectively communicate their needs to the product team to drive product improvements.
  • Content Creation: Develop and maintain high-quality help documentation, create engaging how-to video tutorials, and publish informative release notes.
  • Drive Engagement: Craft and send onboarding email sequences, monthly newsletters, and collect customer reviews to foster a thriving user community.
  • Automation Champion: Identify opportunities to automate tasks related to support, onboarding, and email communication to improve efficiency and scalability.
  • Proactive Customer Success: Proactively engage with clients, build strong relationships, and ensure they have an exceptional experience with our product.
  • Data-Driven Approach: Track and report on key customer success metrics (e.g., customer churn, product adoption, customer satisfaction) to identify areas for improvement and demonstrate the value of your efforts.


Qualifications:

  • Qualification: B.Tech or MBA degree from a reputed college.
  • Excellent Communication: Exceptional oral and written communication skills with the ability to clearly explain technical concepts.
  • Customer-Centric Approach: A genuine passion for helping customers succeed and a strong commitment to providing outstanding service.
  • Ownership-Driven: Ability to work independently, take initiative, and manage multiple tasks effectively.
  • Tech Savvy: Comfortable using various software tools and platforms.
  • Automation Mindset: Interest in identifying and implementing automation solutions to streamline processes.
  • Location: Must be based in the NCR.


Who will you report to: Founders


Why should you join us?

  • Competitive compensation : We offer attractive salaries and annual performance-based increments
  • Remote work : Enjoy the flexibility of working 100% remotely.
  • Growth opportunities : Take on a pivotal role and gain full ownership of your work, accelerating your career development.
  • Global impact : Work with a diverse, global client base, gaining valuable experience in understanding client behaviour and needs across the world.


Team and Culture

At Sumtracker, we foster a culture that values autonomy, ownership, and transparency. Here's what you can expect.

  • Process-driven and autonomous : We have well-defined processes that empower you to work independently and take ownership of your tasks. 
  • Transparency : We believe in open communication and keep everyone informed about company progress and individual contributions. 
  • Direct feedback : Share your thoughts and ideas directly with the founders, fostering a collaborative environment. 
  • Remote work flexibility : Enjoy the freedom of working 100% remotely. 
  • Team bonding : Participate in company gatherings to connect with your colleagues. 
  • Skill development : Enhance your skills with company-sponsored courses. 
  • Flexible work timings : Benefit from flexible work hours based on your role.


So, think we’re a good fit? Then let’s roll.

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