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Customer Success Strategist

1 month ago

Chennai, Tamil Nadu, India Verifitech Services - India Full time

About the Role:

We are seeking a highly motivated and experienced Customer Success Strategist to join our team at Verifitech Services - India.

Job Description:

  • Develop Customer Relationships: Build strong relationships with assigned customers, acting as their primary point of contact. Proactively engage with them to understand their needs and provide guidance on product usage and best practices.
  • Customer Success Planning: Collaborate with customers to create and execute customer success plans, outlining their goals, milestones, and key performance indicators (KPIs). Monitor progress and ensure that customers achieve their desired outcomes.
  • Onboarding and Training: Assist customers in the onboarding process, ensuring they understand how to use the product or service effectively. Provide training sessions and resources to enable customers to become proficient users.
  • Customer Advocacy: Represent customers' feedback and requirements within the company, communicating with relevant teams, including product management and development.
  • Issue Resolution: Address customer concerns and issues promptly and satisfactorily. Escalate complex problems to the appropriate departments and follow up to ensure resolution.
  • Upselling and Cross-selling: Identify opportunities for upselling or cross-selling additional products or services that align with customers' needs and goals.
  • Customer Feedback and Analysis: Gather feedback from customers on their experiences and product usage. Analyze customer data and usage patterns to identify areas for improvement.
  • Customer Renewals: Monitor customer contracts and proactively engage with customers nearing their renewal date. Work towards securing contract renewals and preventing churn.
  • Performance Metrics: Track and report on customer success metrics, such as customer satisfaction scores, retention rates, expansion revenue, and other relevant KPIs.
  • Continuous Improvement: Contribute to the development and improvement of customer success processes and strategies to enhance overall customer satisfaction and business outcomes.

Requirements:

  • Education: Bachelor's degree or equivalent.
  • Experience: Proven experience in customer success, account management, or a similar customer-facing role.
  • Communication Skills: Strong communication and interpersonal skills, with the ability to build rapport with customers.
  • Problem-solving: Problem-solving mindset with the ability to handle difficult situations diplomatically.
  • Analytical Skills: Analytical skills to interpret customer data and draw meaningful insights.
  • CRT Familiarity: Familiarity with CRM software and customer success tools is a plus.
  • Goal-oriented: Goal-oriented with a focus on customer satisfaction and retention.
  • Adaptability: Adaptability and ability to thrive in a fast-paced and dynamic work environment.

Salary Range: ₹10,00,000 - ₹15,00,000 per annum.