Customer Success Executive
4 months ago
Javis is looking for Customer Success Executives to join our Customer Success department and help us grow our IT teams that service India & EMEA markets.
You will work with our top Enterprise customers on a regular basis to understand their needs and manage their larger digital transformation journey. As part of a highly visible role, you will ensure the highest level of prompt customer service while fostering long term professional relationships.
**Note: Monday to Saturday Working (General Shift)**
**Responsibilities**:
- Be the single point of contact for managing up to 4 customers on all service matters
- Help identify and resolve challenges faced by customers while using our products
- Update and document ticket management system in accurate and timely manner
- Maintain high levels of customer communication & engagement with a focus oncustomer satisfaction, keeping a high promoter score and ensuring customer loyalty
- Train customers to be product experts and align them on Javis best practices so theybecome increasingly self sufficient
- Be an expert on your customers businesses to understand their needs and adequatelyalign them with the necessary Javis resources
- Have a thorough knowledge of Javis products and understand technical roadblocks tospot & correct any issues that could affect customer satisfaction or retention whilealways maintaining SLAs
- Develop a long-term professional relationship with key players by engaging anddazzling them with technological prowess
- Be enterprising and insightful to identify challenges that could impact customerexperience and suggest remedies
- Partner closely with internal teams, with escalation, when necessary, on areas ofconcern and new opportunities to translate business needs into new solutions
- Empathize with every aspect of the customer experience, putting customers’ needs first
- Bring your thinking, strategies, and ideas to advance our company’s values, uniqueculture, and vision for the future
**Requirements**:
- 1 to 3 years of extensive experience in managing client portfolios
- Bachelor's Degree in Business, Management, Communications,IT, Telecommunications, or other related degree; or equivalent
- Strong academic record with at least 70% or equivalent in undergraduate/postgraduate is a must
- Experience in key account management, business development and CRM
- Customer retention and growth experience
- Knowledge of customer success processes
- Experience of working in SaaS, Cloud, CRP and ERP is a plus
- Hands on experience with ticketing management system (e.g. Freshdesk) is a plus
- FMCG/Consumer Goods industry experience is a plus
- Ability to understand new products and business workflows
- A trained eye for catching customer related issues
- Self-motivated, detail oriented and proactive in seeking solutions
- Outstanding verbal & written communication skills with a proven experience at buildingrelationships
- Ability to be organized and to work well under pressure with tact & poise
- Evidence that you are a Top Performer in your current organization
- A sharp focus on your goals and a belief that your daily, weekly and monthly activitieswill help you achieve them
Pay: ₹420,000.00 - ₹700,000.00 per year
Schedule:
- Day shift
Work Location: In person
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