Customer Experience Champion

5 days ago

Jamnagar, Gujarat, India beBeeCustomer Full time ₹ 18,00,000 - ₹ 24,00,000
Customer Success Specialist

We are seeking a detail-oriented and analytical Customer Success Specialist to join our team.

  • Key Responsibilities:
  • Monitor and analyze key performance indicators (KPIs) such as customer sentiment, engagement scores, and service request completion SLAs to drive customer success strategies and ensure customer satisfaction.
  • Regularly monitor customer health and provide actionable insights based on KPIs to prevent churn, identify risks, and capitalize on opportunities for expansion.
  • 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.
  • Drive proactive customer engagement by ensuring timely responses to requests, managing project timelines, and facilitating necessary product or service updates.
  • Identify trends from sentiment analytics and engagement data to suggest product improvements, processes, or personalized customer strategies that drive a positive customer experience.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
Requirements:
  • 1-3 years of experience in a Customer Success, Account Management, or related customer-facing role, preferably within SaaS or technology industries.
  • Strong ability to analyze and interpret customer data, including sentiment analytics, engagement scores, and service metrics.
  • Proven ability to build strong, lasting relationships with customers, understanding their business needs and helping them realize the full value of the product or service.
  • Strong problem-solving and critical thinking skills, with a proactive approach to identifying potential risks and resolving issues.
  • Excellent verbal and written communication skills, with the ability to present complex information in a clear, concise manner to both internal teams and customers.
  • Exceptional time management and organizational skills, with the ability to handle multiple accounts, priorities, and customer needs simultaneously.

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