Customer Success Specialist

1 month ago

Bangalore, India EMOVUR Full time

Company Description

Emovur is a growing CPaaS platform that provides end-to-end WhatsApp API solutions for SMBs and large enterprises. We aim to simplify business communication, helping businesses meet their customers where they are - WhatsApp.

Job Description

Emovur is leading the next paradigm shift in CPaaS computing and is looking for a dynamic and experienced Customer Success Manager to join our team. The ideal candidate will have a passion for building strong relationships with customers, a deep understanding of customer needs, and a proven track record of driving customer satisfaction and retention. As a Customer Success Manager, you will be the primary point of contact for our customers, helping them to achieve their goals and maximise the value of our solutions.

Key Responsibilities:

  • Customer Onboarding and Training: Guide new customers through the onboarding process, ensuring a smooth and efficient transition to our products and services. Provide training and resources to help customers effectively utilize our solutions
  • Relationship Management: Build and maintain strong, long-lasting relationships with customers, acting as a trusted advisor and advocate for their needs within the company
  • Customer Success Planning: Develop and execute customer success plans that outline key milestones, deliverables, and success metrics to ensure customers achieve their desired outcomes
  • Product Adoption and Utilization: Monitor and analyze customer usage data to identify trends and areas for improvement. Provide insights and recommendations to help customers fully leverage our products
  • Issue Resolution: Proactively identify and resolve customer issues, coordinating with internal teams to ensure timely and effective solutions
  • Renewals and Retention: Drive customer renewals and retention by demonstrating the ongoing value of our solutions and addressing any concerns or challenges
  • Customer Feedback: Gather and communicate customer feedback to relevant teams to inform product development and improve overall customer experience
  • Advocacy and Growth: Identify and nurture opportunities for account expansion and upsell, collaborating with sales and marketing teams to drive growth

Requirements

  • Bachelor's degree in Business, Marketing, or a related field. Advanced degrees or relevant certifications are a plus
  • 1-3 years of experience in customer success, account management, or a related role, preferably within WhatsApp Business API Industry
  • Excellent verbal and written communication skills, with the ability to effectively convey complex concepts to a diverse audience
  • Comfortable with technology and able to quickly learn new tools and systems. Experience with CRM software and customer success platforms is a plus
  • Strong customer orientation with a proven ability to build and maintain customer relationships
  • Strong analytical and problem-solving skills, with the ability to think strategically and execute tactically
  • Ability to work collaboratively with cross-functional teams, including sales, marketing, product, and support

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