Customer Success Associate

5 months ago

Bengaluru, India Aeries Technology Full time

Job Id: Aeries/442/23-24

Industry IT-Software / Software Services / testing

Location Bangalore

Experience Range 3 - 5 Years

Qualification Graduate

***

**About Us**

**About Business Unit**

**Roles and Responsibility**

Job Description: Customer Success Associate

Position Overview: The Customer Success Associate is a critical support role within the Customer Success team, responsible for ensuring the smooth operations and coordination of activities that contribute to customer success. This position involves administrative tasks, data management, and assisting Customer Success Managers to enhance customer relationships and overall satisfaction.

Key Responsibilities:
1.Data Management: Maintain accurate and up-to-date customer data in the CRM system, ensuring that customer profiles, interactions, and history are properly documented.

2.Customer Health: Monitor the health of the customer base; validating risk or expansion flags and providing actionable insights to the Account Teams

3.Customer Engagement: Review and triage Customer Success engagement requests, including execution of initial customer research and related discovery required for the engagement. Collaborate with Sales, Marketing, and Support teams to ensure alignment and consistency in customer interactions.

4.Administrative Support: Assist in scheduling meetings, coordinating customer communications, and managing calendars for Customer Success Managers.

5.Documentation: Prepare and organize customer-related documents, contracts, and reports, and ensure they are easily accessible for the team.

6.Metrics and Reporting: Assist in tracking and compiling key performance metrics related to customer success, including retention rates, engagement levels, and customer feedback.

7.Feedback Collection: Assist in gathering customer feedback and survey responses, compiling insights cross-departmentally, summarizing and advocating for priority needs/issues

8.Training and Enablement: Help organize training sessions, webinars, and workshops for customers, ensuring smooth logistics and participation tracking.

Qualifications:

- Bachelor's degree in Business Administration, Communication, or a relevant experience
- Proven experience in an administrative or support role, preferably in a customer-facing environment.
- Strong organizational skills and attention to detail.
- Proficiency in using customer relationship management (CRM) software and office productivity tools.
- Excellent communication skills, both written and verbal.
- Ability to prioritize tasks and manage multiple responsibilities concurrently.
- Customer-centric mindset and ability to work collaboratively within a team.
- Basic understanding of customer success principles and methodologies.
- Adaptability to learn new tools and processes quickly.
- Problem-solving skills and the ability to handle customer inquiries professionally.
- Strong analytical skills with the ability to translate data into actionable insights.

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