Customer Success Executive

2 months ago

Andheri East Mumbai Maharashtra, India Firmway Services Full time

**About Us**:
Firmway is a FinTech company with an aim to automate Accounting and Auditing functions through the
use of advanced technology. We are incubated by ICAI and BSE. Our software is used by large
corporations and their auditors for automating balance confirmation and reconciliation.

**General Purpose**:
Firmway is looking for an Account / Customer Success Executive to join their young and growing team that focuses on keeping their customers happy.
This is an ideal opportunity for someone with strong communication skills, a sharp eye for detail, and
attention to people’s needs. You will work closely with the Sales team to deliver the solution.
You’ll be responsible for onboarding new customers, supporting existing end users and customers with
their ongoing needs, tracking user issues, and feeding back to the team. You will ensure world-class
customer service is delivered to new and existing clients to ensure they get the most out of the software,
so customers grow their usage and renew every year Below are key responsibilities that you will need to
focus on.

**Roles and Responsibilities**:

- Help and guide customers in starting their journey on our product.
- Coordinating and setting up initial training sessions for the customers to provide them

confidence on the tool.
- To Develop customer relationships that promote retention and loyalty, ultimately improving

customer lifetime value and reducing churn.
- Ensures all customers are successfully using the product or service they’ve purchased from the

company.
- Need to be the first face for the customers and should be available to answer any in-bound

questions and provide support.
- Innovating in setting up communication infrastructure with the customers to get quick and real

feedback.
- Tracking and reporting key client success metrics

**Skills & Qualifications**:

- Excellent communication skills, with a client-focused attitude, empathy, and ability to relate to

customer needs.
- Excellent organizational and planning skills, with a sharp focus on detail.
- Good understanding of SaaS solutions and related technology.
- Able to take a proactive approach to work and find teaching other people rewarding.
- Degree Preferred - Graduate B.Com, M.Com, CA Intern
- Experience: 1-2 years.

**Benefits**:

- Being part of a startup that’s turning out to be a game-changer, you will be blessed with:

- Freedom to try new things.
- Saturdays and Sundays off.
- Dress code - Casual.
- Take-it-when-you-need-it vacation.

**Salary** - As per Industry standard

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