Customer Success Advocate

15 hours ago


Delhi, Delhi, India SHC Full time

Company Overview

About SHC, a cutting-edge SaaS platform for fitness businesses. Our mission is to empower fitness businesses globally with exceptional solutions and unparalleled customer support.

Job Description

We are seeking a highly skilled Customer Success Advocate to join our team. The successful candidate will be responsible for delivering top-notch support to our clients, ensuring their success with our platform.

Key Responsibilities:

  • Product Expertise & Tech Support: Gain in-depth understanding of the SHC platform and its features, provide prompt and effective technical support, and assess when text responses are insufficient, scheduling calls for issue resolution.
  • Customer Support and Training Excellence: Uphold SHC's high standard of customer support by resolving queries efficiently and maintaining strong client relationships, train clients on the SHC software with high proficiency, and maintain a proactive approach to ensure the product fits well into clients' requirements.
  • Client Onboarding: Independently manage and execute SHC's onboarding process, customize the onboarding process to launch customers with high-level project management skills, deliver high-quality training sessions for clients and their staff members, and facilitate the seamless launch of SHC's white-label web and mobile applications.
  • Process Evolution: Monitor and adapt to changing customer patterns, enhance tech support and onboarding processes to meet evolving client needs.
  • Customer Insights & Collaboration: Identify customer needs and requirements early in the process, collaborate with the product team to propose enhancements and new features based on client feedback.

Requirements:

  • Experience: Minimum 2 years in a SaaS B2B setup, preferably working with US clients; experience with fitness-related products is a plus.
  • Skills: Strong problem-solving and communication skills, ability to manage customer expectations and deliver exceptional support, proficient in creating and delivering training materials, collaborative mindset for working with cross-functional teams, and tech-savvy with familiarity with tools like CRM, support ticketing systems, and analytics platforms.

Role Benefits:

  • Fully remote position – work from anywhere in India.
  • Opportunity to work with global clients in a dynamic and innovative environment.
  • Flexible and collaborative work culture.

The estimated salary for this role is ₹12 lakhs per annum, based on industry standards and the location.



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