Customer Success Specialist

6 days ago

bangalore, India Ticmint Full time

About Ticmint:
At Ticmint, we’re redefining how businesses manage and engage with their events through cutting-edge tech solutions. Our innovative team is dedicated to streamlining event management for companies across industries, equipping them with tools to enhance efficiency and scale.
We are committed to fostering a diverse and creative workplace where employees are encouraged to challenge the status quo and collaborate in a supportive environment. As we grow, we are looking for talented and ambitious individuals who share our vision of transforming the future of ticketing.
Join us on this exciting journey to shape the future of event tech and make a lasting, positive impact

Requirements:
0-1 years of experience in a customer success or support role, ideally within a SaaS or technology-focused company.
Strong problem-solving and communication skills.
Ability to understand and explain technical concepts to non-technical users.
Hands-on experience with CRM tools (e.g., Freshdesk, Salesforce) and ticketing systems is preferred.
Familiarity with SaaS onboarding, support processes, and customer lifecycle management.
Customer-centric mindset with a passion for helping others succeed.
Self-motivated, organized, and capable of managing multiple priorities.
Adaptability in a fast-paced startup environment.
Basic understanding of APIs, integrations, and software troubleshooting.
Experience with ticketing systems and platforms is a plus.
Familiarity with analytics tools and data-driven approaches is advantageous.

Key Responsibilities:
Support
Deliver outstanding technical support to customers across email, chat, and phone channels, ensuring prompt and professional resolution of issues.
Diagnose and resolve customer queries related to platform functionality, integrations, and custom configurations.
Act as the primary escalation point for technical issues, collaborating closely with product and engineering teams to ensure swift and thorough resolutions.
Develop and maintain a robust repository of instructional resources, including user guides, FAQs, and tutorial videos, empowering clients to use the platform effectively.
Continuously update and expand documentation to reflect the latest product updates, features, and best practices, ensuring clients have access to accurate and up-to-date materials.
Proactively identify and address recurring support trends, proposing improvements to enhance the customer experience and streamline internal processes.
Customer Success
Onboard new customers, ensuring they understand how to effectively use the platform and derive value from it.
Build strong relationships with customers, becoming their trusted advisor for maximizing platform benefits.
Proactively monitor customer accounts to identify engagement trends, potential challenges, and opportunities for upselling or cross-selling.
Conduct regular check-ins with clients to review their goals, provide insights, and gather feedback to drive product improvement.
Project Monitoring & Handover
Oversee client projects from start to finish, collaborating with cross-functional teams to ensure timelines and deliverables are met.
Regularly check in with clients to update them on progress and address concerns.
Once projects are complete, manage the handover process, providing clients with all necessary documentation, configurations, and resources to ensure a smooth transition and continued success.
Client Support & Relationship Management
Act as the main point of contact for clients throughout the project lifecycle.
Set and manage client expectations regarding deliverables, timelines, and outcomes.
Respond promptly to client inquiries and issues, manage tickets, troubleshoot problems, and provide solutions to ensure client satisfaction and retention.
Reporting & Insights
Generate client-specific reports that provide valuable insights into product usage, performance, and other relevant metrics.
Monitor and improve key metrics, such as customer satisfaction (CSAT), response time, resolution time, and platform adoption rates.
Customize reports as needed to ensure clients have clear visibility into key data, helping them make informed decisions and maximize the value of the product.
Use data insights to recommend enhancements to the platform and internal processes to drive improved client outcomes.

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