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Customer Success Associate

5 months ago

Mumbai, India Cogno Al Full time

**Company Introduction**:
Cogno AI by AllinCall is an omnichannel cloud communication service that uses a combination of chatbots, live agent chat, cobrowsing, and video calling to provide a delightful customer experience across all digital channels. We work with 90+ large enterprise clients (ICICI Group, Kotak Group, HDFC Group, State Bank Group, Aditya Birla Group, Bajaj Group, etc.). We are on a mission to build the best communication solutions for businesses to help them provide a delightful customer experience.

**Skills Required**: Problem Solving, Analytics, Strategy, Planning, Effective, Communication Skills, Critical Thinking, Leadership, G-Suite, MS-Office

**Responsibilities**:
The Job requires you to ensure that our Products are offering the right Return on Investment (RoI) to our clients post-implementation. The important set of activities includes:
***:

- Onboard new clients, help with necessary product training, and maintain a profitable relationship with the clients.
- Keeping track of the usage of our Products across our clients.
- Identifying the implementations where the usage of the Product is low and the client is not getting the right RoI.
- Identifying what has gone wrong, working with the Client, our Sales Team, and our Operations team to understand the exact reason for the lack of RoI, and establishing and implementing a plan of action to fix the same.
- Conducting training sessions with the clients to ensure the right understanding of our Products.
- Analyze customer data to improve customer experience.
- Minimize customer churn.
- Track and maintain good NPS and CSAT scores for existing accounts, determine customer satisfaction, and use the findings to improve on areas of complaint.
- Tracking and managing the Software License Renewals.

***:
**Must Haves**
- Proactive, Prompt, and Responsive.
- Strong sense of responsibility and ownership.
- Common sense and general aptitude.

**Eligibility**:
The following are the important eligibility requirements for this Job:

- 3-5 years of experience in Customer Success Management.
- Experience in a B2B Software Product would be preferred.
- B. Tech in Computer Science or IT or an equivalent degree would be preferred.
- Fluent in Verbal and Written English.

**Benefits**:
***:

- Get a chance to shape your career in one of the fastest-growing spaces - Artificial Intelligence, Machine Learning, and other new-age technologies.
- Get a chance to work with some of the largest enterprise clients like ICICI Bank, HDFC Bank, Kotak Mahindra Bank, etc. and understand their business model and operations.
- Best of both worlds - Work experience of a startup and branding of Fortune 500 companies
- Very fast-paced growth environment. You tend to learn and grow at a 2x rate minimum
- Work with an incredible team that has created products for big BFSI enterprises (one of the toughest markets to crack), which the customers love
- Lots of creative freedom
- Lots of fun at the workplace. Frequent fun activities to make work even more enjoyable :)
- Fantastic company culture. No politics. Just pure work and play
- Very approachable and helpful seniors and peers.