Customer Growth Specialist

5 days ago

Bengaluru, Karnataka, India beBeeCustomerSuccess Full time ₹ 45 - ₹ 62
About the Role

We are seeking a dedicated and results-driven Customer Success Associate to join our team. This key role focuses on enhancing customer satisfaction by managing performance metrics, such as Sentiment Analytics, Engagement Scores, and Service Request Completion SLAs. The ideal candidate will be proactive in identifying opportunities for improvement and driving positive change in customer relationships.

This position is responsible for conducting regular Business Reviews and Check-ins with customers to ensure satisfaction, retention, and growth. Key Responsibilities include:

  • Monitoring and Analyzing Performance Metrics: Track and analyze key performance indicators to drive customer success strategies and ensure customer satisfaction.
  • Customer Health Monitoring: Regularly monitor customer health and provide actionable insights based on performance metrics to prevent churn, identify risks, and capitalize on opportunities for expansion.
  • Business Reviews & Check-ins: Conduct regular business reviews and check-in meetings with customers to assess performance, review key performance indicators, understand customer needs, and align solutions with their goals.
  • Proactive Customer 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.
  • Escalation & 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.

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