IT Service Provider Success Strategist

1 week ago


Chennai, Tamil Nadu, India SuperOps Full time
About SuperOps

SuperOps is a cutting-edge SaaS startup empowering IT service providers and IT teams globally with innovative technology powered by AI. Backed by prominent investors like Addition, March Capital, Matrix Partners India, Elevation Capital, and Tanglin Venture Partners, we're poised to reshape the world of IT.

Founded by serial entrepreneur Arvind Parthiban and veteran Jayakumar Karumbasalam, SuperOps boasts a talented team of engineers, product architects, designers, and AI experts. Our mission is to address the legacy solutions and subpar experiences plaguing the market, unlocking immense potential for growth and impact.

We believe in making our mark on the world of IT while having fun along the way. Our A-star team is comprised of superheroes dedicated to crafting exceptional products and delivering unforgettable experiences.

Job Description

Customer Onboarding:

  • Guide customers through a seamless onboarding process, ensuring efficient implementation of our products or services.
  • Provide comprehensive training sessions to familiarize customers with key features and functionalities.

Account Management:

  • Nurture strong, long-lasting customer relationships as the main point of contact for assigned accounts.
  • Address customer inquiries and concerns promptly, providing timely support.

Product Adoption:

  • Proactively engage with customers to drive product adoption and usage.
  • Identify opportunities to enhance customer value through upselling or cross-selling additional products or features.

Customer Advocacy:

  • Identify satisfied customers willing to serve as references or participate in case studies.
  • Encourage and gather customer testimonials and success stories.

Feedback and Issue Resolution:

  • Serve as a customer advocate within the company, providing valuable feedback to product and development teams.
  • Collaborate with internal teams to resolve customer issues promptly.

Renewals and Upsells:

  • Monitor customer usage and proactively engage with customers approaching renewal dates.
  • Identify opportunities for upselling or expanding the scope of services to meet customer needs.

Customer Health Monitoring:

  • Develop and implement customer health monitoring processes to identify at-risk accounts and take proactive measures to retain them.

Requirements

Experience:

  • 4-6 years of experience in customer success or account management, preferably in a B2B SaaS environment.

Skills:

  • Strong communication and interpersonal skills.
  • Ability to understand and articulate technical concepts.
  • Demonstrated ability to manage multiple customer accounts and prioritize effectively.
  • Proactive mindset with a focus on problem-solving.
  • Familiarity with CRM software and customer success tools.


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