Key Player in Customer Experience

1 day ago

Solapur, Maharashtra, India beBeeCustomerSuccess Full time ₹ 6,00,000 - ₹ 14,50,000
Customer Success Professional

We are seeking a dedicated and data-driven professional to join our team as a Customer Success Associate (CSA). The ideal candidate will focus on improving the overall customer experience by managing key performance indicators (KPIs).

The CSA will be proactive in identifying opportunities for improvement and driving positive change in customer relationships. Key Responsibilities include:

  1. Monitoring and analyzing KPIs, such as customer sentiment, engagement scores, and service request completion SLAs.
  2. Conducting regular business reviews and check-in meetings with customers to assess performance, review KPIs, understand customer needs, and align our solutions with their goals.
  3. Driving proactive customer engagement through timely responses, project timeline management, and facilitating necessary product or service updates.
  4. Identifying trends from sentiment analytics and engagement data to suggest product improvements, processes, or personalized customer strategies.
  5. Cross-functional collaboration with Product, Support, and Sales teams to align customer feedback and performance data with ongoing product development, feature enhancements, and support processes.
  6. Delivering regular training and resources to customers based on their needs and product usage data.
  7. Escalating and resolving customer issues in a timely manner, working with relevant teams to ensure an optimal experience.
  8. Focusing on driving customer retention, satisfaction, and growth by fostering strong relationships, ensuring customers realize value, and identifying opportunities for upsell or cross-sell.

This role requires 1-3 years of experience in a Customer Success, Account Management, or related customer-facing role, preferably within SaaS or technology industries.

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