Ecommerce Customer Success Specialist

1 day ago

Gurgaon, Haryana, India Sumtracker Full time
About Sumtracker

We're a fast-growing SaaS startup revolutionising inventory management for e-commerce businesses worldwide. Founded by IIT Delhi alumni, our powerful software empowers merchants selling across major platforms like Shopify, Amazon, eBay, Etsy, and more.

What We Do

At Sumtracker, we're passionate about simplifying the complexities of inventory for e-commerce entrepreneurs and are driven to become the industry leader in this exciting space. Our mission is to provide innovative solutions that help online sellers succeed.

About The Role

We are seeking a talented Customer Success Associate to join our team and play a critical role in ensuring our clients achieve maximum value from our SaaS product. As a Customer Success Associate, you will be the voice of our customers and a key bridge between them and our product team.

This is an exciting opportunity to make a real impact on customer satisfaction and contribute to the growth of our company. You will work closely with our product team to identify areas for improvement and implement changes that drive business results.

Responsibilities
  • Customer Support: Provide ongoing support, answer customer questions via chat, emails and video calls.
  • Be the Customer Advocate: Gather customer feedback, identify pain points, and effectively communicate their needs to the product team to drive product improvements.
  • Content Creation: Develop and maintain high-quality help documentation, create engaging how-to video tutorials, and publish informative release notes.
  • Drive Engagement: Craft and send onboarding email sequences, monthly newsletters, and collect customer reviews to foster a thriving user community.
  • Automation Champion: Identify opportunities to automate tasks related to support, onboarding, and email communication to improve efficiency and scalability.
  • Proactive Customer Success: Proactively engage with clients, build strong relationships, and ensure they have an exceptional experience with our product.
  • Data-Driven Approach: Track and report on key customer success metrics (e.g., customer churn, product adoption, customer satisfaction) to identify areas for improvement and demonstrate the value of your efforts.
Qualifications
  • Qualification: B.Tech or MBA degree from a reputed college.
  • Excellent Communication: Exceptional oral and written communication skills with the ability to clearly explain technical concepts.
  • Customer-Centric Approach: A genuine passion for helping customers succeed and a strong commitment to providing outstanding service.
  • Ownership-Driven: Ability to work independently, take initiative, and manage multiple tasks effectively.
  • Tech Savvy: Comfortable using various software tools and platforms.
  • Automation Mindset: Interest in identifying and implementing automation solutions to streamline processes.
  • Location: Must be based in the NCR.
About Us

We offer a competitive salary of ₹800000 per annum, flexible work timings, and a range of benefits including remote work flexibility, skill development opportunities, and a collaborative environment. If you're passionate about making a real difference in the lives of online sellers, we'd love to hear from you.

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