Customer Success Advocate

16 hours ago

Anantapur, Andhra Pradesh, India beBeeCustomerSuccess Full time ₹ 60,00,000 - ₹ 1,20,00,000

About the Role:

We are seeking a proactive and results-driven Customer Success Advocate to drive customer success strategies by monitoring key performance indicators.

Key Responsibilities:


• Performance Monitoring: Track customer sentiment, engagement scores, and service request completion SLAs using data-driven insights to inform customer success initiatives.


• Risk Mitigation & Growth Opportunities: Regularly monitor customer health and provide actionable insights based on KPIs to prevent churn, identify risks, and capitalize on opportunities for expansion.


• Business Alignment: Conduct regular business reviews and check-in meetings with customers to assess performance, review KPIs, understand customer needs, and align our solutions with their goals.


• Proactive Engagement: Drive proactive customer engagement by ensuring timely responses to requests, managing project timelines, and facilitating necessary product or service updates.


• Continuous Improvement: Identify trends from sentiment analytics and engagement data to suggest product improvements, processes, or personalized customer strategies that drive a positive customer experience.


• Cross-Functional Collaboration: Work closely with the Product, Support, and Sales teams to align customer feedback and performance data with ongoing product development, feature enhancements, and support processes.


• Customer Education & Empowerment: Deliver regular training and resources to customers based on their needs and product usage data to ensure they are maximizing the value of the product.


• Issue Resolution: Identify and address customer issues in a timely and effective manner, working with relevant teams to resolve critical customer concerns and ensuring an optimal experience.


• Customer Retention & Growth: Focus on driving customer retention, satisfaction, and growth by fostering strong relationships, ensuring customers are realizing value, and identifying opportunities for upsell or cross-sell.


• Reporting & Documentation: Maintain accurate records of customer interactions, performance metrics, and follow-ups in the CRM system. Regularly report on KPI trends, account health, and customer feedback to internal stakeholders.

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