Customer Success Executive

3 weeks ago

Kondapur Hyderabad Telangana, India Surreal Technologies India Pvt. Ltd. Full time

We are seeking a Customer Success Executive who is passionate about education technology and is driven to deliver exceptional service to our educational partners. As a pivotal member of our team, you will lead the onboarding process, offer continuous customer support, facilitate comprehensive training programs, and manage detailed reporting to ensure our clients can fully leverage our product to transform their schools.

In this role, you will cultivate a thorough grasp of customer engagement, elevate your product knowledge, implement strong support systems, and build excellence in communication.

**Key Responsibilities**:

- **Onboarding**: Lead a seamless integration process for new school clients, ensuring a smooth transition to our ERP system. Customize the onboarding experience to meet specific client needs.
- **Customer Support**: Serve as the primary contact for all client support requests. Efficiently manage and resolve customer inquiries and issues, ensuring high satisfaction levels.
- **Training**: Develop and conduct educational training sessions for various stakeholders within schools, including administrators and teachers, to ensure effective use of our system.
- **Reporting**: Regularly evaluate and report on client usage patterns, support metrics, and overall product engagement to inform customer success strategies and product improvements.
- **Feedback Loop**: Actively gather customer feedback and collaborate with the Product team to guide feature enhancements and ensure our roadmap aligns with customer needs.
- **Renewal and Retention**: Monitor customer health indicators, develop risk mitigation strategies, and manage renewal processes to maintain and grow our customer base.
- **Advocacy**: Cultivate strong customer relationships that encourage client advocacy, referrals, and case studies.

**Qualifications**:

- At least 1 year of proven experience in a customer success role in a B2B company, SaaS experience is preferred
- Strong grasp of working knowledge of technology tools
- Excellent communication, interpersonal, and presentation skills.
- Proficiency in customer success software, CRM tools, and reporting platforms.
- Ability to analyze data, identify trends, and develop strategies based on insights.
- Demonstrated ability to manage multiple projects and clients simultaneously.
- Ability to work independently with mínimal supervision and to take initiative in a dynamic environment.

**What We Offer**:

- **Empowerment**: Autonomous environment where initiative and ownership are valued and encouraged. You'll have the freedom to work independently and make impactful decisions.
- **Emotional Connectivity**: Our culture fosters a deep understanding of customer needs. You'll have the opportunity to form strong, trusting relationships with clients, tailoring your approach to a variety of personalities.
- **Resilience Support**: Understanding the challenges of SaaS customer engagement, we stand behind our team, offering the support needed to overcome obstacles and remain focused on achieving goals.
- **Growth Opportunities**: We invest in making you a better version of yourself. At our company, you'll have ample opportunities to learn, improve, and succeed.
- **Dynamic Environment**: If you're a go-getter who thrives on action, we provide the landscape to work fervently, take smart risks, and demonstrate a powerful drive to achieve great results.
- **Politics-Free Environment**: We prioritize a transparent and meritocratic culture where your focus is solely on achieving goals and building strong customer relationships, without internal politics.

**Overview**:

- Role: Customer Success Executive
- Location: Hyderabad (On-site)
- Compensation: 4.2 LPA (Max)
- Reporting Manager: Customer Success Manager
- Date of Joining: Immediately

**Job Types**: Full-time, Permanent

**Salary**: ₹300,000.00 - ₹420,000.00 per year

**Benefits**:

- Provident Fund

Schedule:

- Day shift
- Monday to Friday
- Weekend availability

Application Question(s):

- How many years of Customer Success experience do you have in a SaaS company?

**Experience**:

- total work: 1 year (required)

Work Location: In person

Expected Start Date: 26/02/2024

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