Senior Customer Success Advocate

5 days ago


Mumbai, Maharashtra, India Onfido Services India Private Limited (IND) Full time
Job Title: Senior Customer Success Advocate

At Onfido Services India Private Limited (IND), we're seeking a dynamic Senior Customer Success Advocate to join our team. As a key member of our customer success team, you will play a crucial role in driving customer value realization and growth.

Responsibilities:
  • Deliver virtual expert coaching engagements to educate and empower customers to achieve business value through Onfido.
  • Share your expertise and best practices, creating knowledge base articles to support customer success.
  • Understand customer value drivers, objectives, set measurable targets, and help customers achieve their desired outcomes.
  • Offer tailored advice and insights to customers to help them maximize current ROI and make them aware of the added value of other Onfido products, services, and features.
  • Share customer stories and use cases to showcase the value and impact of success engagements.
  • Monitor customer performance metrics, uncover customer issues, identify risks of adoption/consumption, and provide a tailored plan of action.
  • Partner closely with cross-functional team members to translate business needs and product requirements into new solutions for customers.
  • Engage in open dialogue with customers regarding ways to improve and expand consumption, and solicit feedback to improve our product and service offerings.
  • Proactively identify risk areas, scope, and customer expectations that could impact customer success.
  • Develop deep product and subject matter expertise, applying and positioning technical knowledge related to the Onfido platform and competitor offerings.
Qualifications & Experience:
  • Junior-level prior experience in Customer Success/Sales Engineering/Technical Account Management/Professional Services or similar.
  • Experience managing a book of business with average customer value of $50-$100K, along with quarterly KPIs such as revenue usage and retention rates.
  • Ability to organize and manage multiple and competing priorities.
  • Working knowledge of API and SDK integrations.
  • Experience using technology, business intelligence tools, metrics, and reporting to manage a customer relationship; Gainsight is a plus.
  • An understanding of programs that help drive product adoption, growth, customer loyalty, and customer retention.
  • Good judgment on when to escalate a complex issue or bring in technical or subject matter expertise.
  • Good commercial business and technical acumen, understanding client challenges with IT development and deployment, especially in the SaaS market.
  • A business solutions focus, with emphasis on helping customers meet business outcomes.
  • Demonstrable stakeholder management skills, both within service providers and customer teams.
  • Evidence of good data analytical skills.
  • Patience, positive attitude, and strong relationship-building skills.
  • Strong organization, time management, and project management skills.
  • Strong sense of urgency and responsiveness.
  • Strong self-motivation with a demonstrated ability to take initiative; enthusiasm to learn and upskill.
  • Adaptability to change.


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