Customer Success Team Member

5 days ago

Ahmedabad, Gujarat, India Ikigai Infotech LLP Full time

About the Role:

Saleshandy is a suite of email productivity tools for professionals. We are having more than 4000+ customers and 20k+ users across the globe. A team of 65+ people has made this happen out of which 10+ members are in the CS team.

Key Highlights:

  • Achieved an NPS score of 30.
  • Rated 4.5 by more than 500 users in G2crowd, getapp, Chrome Store, and other software discovery portals.
  • Adding more than 500 customers every month.

We're Looking for a Team Member Who:

  • Is customer-obsessed, flexible, smart, and analytical.
  • Has a strategic yet execution-focused mindset.
  • Is passionate about SaaS, experienced, and entrepreneurial.
  • Has a strong work ethic.

Responsibilities:

  • Provide technical support and ad-hoc training to customers who use the company's product, replying to inbound queries.
  • Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.
  • Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.
  • Handle and resolve customer requests and complaints.
  • Report to the Customer Success Managers on revenue-impacted results (weekly/monthly/quarterly).

What You'll Own:

  • Manual upgrades/upselling.
  • Customer happiness score.
  • Churn rate.
  • Retention rate.

What You'll Bring:

  • Excellent communication & writing skills.
  • Great problem-solving abilities.
  • Self-driven and proactive nature.
  • Patience when handling tough cases.
  • High computer literacy and ability to learn new software.
  • Knowledge of customer success processes.
  • Agile approach and being coachable at all times.
  • Passion for talking to customers all day, every day.
  • The ability to explain complex topics in easy-to-understand and concise language [English].
  • Ambition, eagerness, and the will to learn and improve upon your own skills.

Why Saleshandy?

  • Opportunity to work with customers across the globe.
  • Excellent growth opportunities and an open culture ensure best ideas win.
  • Well-defined training program to enhance your skills.
  • A clear career path with job career guidance.
  • Be a part of the learning culture.
  • Be a part of a fast-moving & growing startup.
  • Leverage the benefits of working in a product-based company.

Perks:

  • Personal Development — an annual budget for books, courses, and conferences.
  • Medical Insurance — we offer health insurance allowance to all teammates.
  • Annual team retreats — to amp up the entire team's energy every year, we take a retreat. You will decide the place. Check out our recent trip to Lonavala.

Our Hiring Process:

  1. You apply for the job (with your current portfolio).
  2. Quick call with the HR folks.
  3. First round with Yashal (Head of Customer Success).
  4. Work on a small assignment.
  5. Second round interview to gauge if you are a good culture fit.
  6. Job Offer (contingent on the above steps) and welcome to the ikigai tribe.

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