Customer Success Specialist
2 weeks ago
Location: Saket, Delhi
Experience: 1-3yrs
Salary Budget- 4Lpa- 5.5Lpa
Experience looking for SAAS & B2B Industry only
Key Responsibilities for Customer Success:
- Develop a deep understanding of each client's business objectives, challenges, and key success metrics.
- Serve as the primary point of contact for client inquiries, escalations, and strategic discussions.
- Onboard new clients effectively, ensuring a smooth implementation process and setting clear expectations for success.
- Proactively engage with clients to identify opportunities for upselling or cross-selling additional products and services.
- Collaborate closely with sales, product, and support teams to advocate for clients and drive resolution of issues.
- Develop and maintain a comprehensive understanding of our products and services, staying abreast of new features and updates.
- Monitor client usage and performance metrics, identifying areas for improvement and providing recommendations for optimization.
- Prepare and deliver regular business reviews and performance reports to internal stakeholders and the clients, highlighting key insights and opportunities for growth.
- Advocate for clients internally, providing feedback and insights to inform product roadmap decisions and enhance the overall customer experience.
- Stay up-to-date on industry trends, best practices, and competitive landscape to effectively advise clients and drive value.
- Ability to travel occasionally for client meetings and industry events.
Qualifications:
- Bachelor's degree in Business Administration, Marketing, Communications, or related field.
- Proven experience in a customer-facing role, preferably in customer success, account management, or sales.
- Strong communication and interpersonal skills, with the ability to build rapport and trust with clients.
- Excellent problem-solving abilities and a proactive approach to addressing client needs.
- Demonstrated ability to manage multiple priorities and thrive in a fast-paced environment.
- Technical aptitude and the ability to quickly learn and understand complex software solutions.
- Experience working with CRM systems (e.g Hubspot), proficiency in MS Suite and Google suite, especially Word, excel and powerpoint.
- Familiarity with the SaaS industry and their metrics.
Thanks & Regards,
Akanksha Gupta
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