Achieve Customer Growth

1 week ago

Bengaluru, Karnataka, India beBeeGrowth Full time ₹ 7,50,000 - ₹ 15,00,000
Customer Success Associate Role

The ideal candidate will be a data-driven professional with excellent communication skills, able to build strong relationships with customers and drive positive change in customer relationships.

This role involves managing key performance indicators (KPIs) such as sentiment analytics, engagement scores, and service request completion SLAs. The successful candidate will monitor customer health, provide actionable insights, and capitalize on opportunities for expansion.

Key Responsibilities:
  • Track and analyze KPIs: Monitor customer sentiment, engagement scores, and service request completion SLAs to ensure customer satisfaction.
  • Monitor customer health: Regularly assess customer performance and provide actionable insights to prevent churn and identify opportunities for growth.
  • Conduct business reviews and check-ins: Meet with customers to review KPIs, understand their needs, and align our solutions with their goals.
  • Drive proactive customer engagement: Ensure timely responses to requests, manage project timelines, and facilitate necessary product or service updates.
  • Identify trends and suggest improvements: Analyze 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.
  • Deliver training and resources: Educate customers on how to maximize the value of our product through regular training and resources.
  • Escalation and issue resolution: Identify and address customer issues in a timely and effective manner, working with relevant teams to resolve critical customer concerns.
Required Skills and Qualifications:
  • Experience: 1-3 years of experience in a customer-facing role, preferably within SaaS or technology industries.
  • Data analysis: Strong ability to analyze and interpret customer data, including sentiment analytics, engagement scores, and service metrics.
  • Customer-centric: Proven ability to build strong relationships with customers, understanding their business needs and helping them realize the full value of our product.
  • Problem-solving: Strong problem-solving and critical thinking skills, with a proactive approach to identifying potential risks and resolving issues.
Benefits:

This role offers a unique opportunity to make a positive impact on customer relationships and drive business growth.

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