Customer Care Executive

3 weeks ago

Gurugram Haryana, India Brimming Grace Capital Pvt Ltd Full time

Chat Sense is looking for a Customer Onboarding Specialist (COS) to help customers get started using our cloud services and exceed expectations in deriving value from our solutions. This COS will understand the customer s environment, be in sync with the customer s goals and create a plan to achieve those goals. This COS will then execute on this plan with help from Mithi s internal team members and potentially other third parties to achieve those goals while understanding any limitations to execution.

**Evaluation Criteria**
- At least 2 years experience in the software/tech industry
- Experience in implementation of SaaS products is a big plus or working experience in these products
- Basic understanding of the technology stack
- Ability to learn and understand the SAAS products
- Fast learner and can pick up new technologies
- Good communication skills and written skills - must have
- Willing to work in different shifts as per business requirements.
- Capable of working on a cross-functional team to solve business tech problems
- Understand the customer requirements and passion to provide solutions
- Soft skills to interact with customers over the phone or video call

**Responsibilities**
- Be the prime contact for customers during project implementations and display a high sense of urgency and ownership during customer interactions.
- Extremely strong in relationship building/management with clients as well as internal stakeholders (Sales, Pre-sales, Customer Success, Product, Engineering, Marketplace and Support).
- Be responsible for all technical and non-technical aspects of project implementation and coordination, right from kick-off to Go-Live, including scoping and change request management along with the CSM and Content Creation Team.
- Work closely with project sponsors and stakeholders (internal external) in defining project goals, requirements, project planning, tracking and delivering the project(s) in a timely manner/agreed time frames.
- Conduct pre-kick-off meetings with sales/pre-sales and CS and Content and kick-off meetings with customers, to establish and communicate project plans, milestones, goals, and associated processes and hence set the right expectations with customers.
- Work with CSM to lead the development and implementation of a coordinated set of plans and programs for all phases to meet the goals and priorities of the projects.
- Participate in establishing practices, templates with CSM/AM (Statement Of Work (SoW), Project plans, trackers), policies, tools and partnerships to expand and mature these capabilities for the organization
- Ensure the prime objective of delivering moments of wow to our customers is always met.
- Work with CSM to establish and manage communication, escalation, and risk management plans.
- Monitor and track project progress and work efforts daily, and report project status to CSM, senior management and other stakeholders. This role includes working on multiple projects at a time.
- Coordinate with customer, CSM and internal teams to develop work/change when needed due to changes in scope, schedules, and dependencies.
- Communicate clearly with management, customers, sales, and developers to ensure business requirements are translated accurately for implementation.
- Recommend product enhancements and new product opportunities to the Product Management team. Should also check with the product team as per the timelines committed by them.
- Work closely with pre-sales/sales and implementation services to help estimate customer engagements and keep them updated on latest changes in process.
- Work with Engineering Team for custom app/integration work for customer engagements.
- Work closely with Customer Success Manager (CSM) to ensure proper handover after Go-Live is done.
- Take on other assigned responsibilities as required.
- Be a trusted advisor to the customers and have a growth mindset

**Salary**: ₹10,080.77 - ₹31,336.91 per month

**Education**:

- Bachelor's (preferred)

**Experience**:

- total work: 1 year (preferred)
- Customer service: 1 year (preferred)

**Language**:

- Hindi (preferred)
- English (required)

Ability to Commute:

- Gurgaon, Haryana (required)

Ability to Relocate:

- Gurgaon, Haryana: Relocate before starting work (required)

Work Location: In person

**Speak with the employer**
+91 8130708951

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