Customer Success Specialist
2 weeks ago
We are seeking a Customer Success Specialist to join our team at SHC. As a fully remote position, you will work from anywhere in India and have the opportunity to collaborate with global clients in a dynamic and innovative environment.
About SHCSHC is a cutting-edge SaaS platform designed for all fitness businesses. Our mission is to empower Fitness Businesses globally by providing exceptional solutions for their specific challenges and unparalleled customer support.
Responsibilities- Product Expertise & Tech Support:
- Gain an in-depth understanding of the SHC platform and its features.
- Provide prompt and effective responses to a wide range of technical support queries.
- Assess when a text response is insufficient and proactively schedule calls for issue resolution.
- Customer Support and Training Excellence:
- Uphold SHC's high standard of customer support by resolving queries efficiently and maintaining strong client relationships.
- Training clients on the SHC software with a high level of proficiency.
- Maintain a level of Proactiveness with the ability to go out of your way to ensure that the product always fits well into a clients requirement and not the other way around.
- Client Onboarding:
- Independently manage and execute SHC's onboarding process.
- Ability to customize SHC's detailed onboarding process to launch a customer with high level project management skills.
- Deliver SHC's high quality training sessions for clients and their other staff members.
- Facilitate the seamless launch of SHC's white-label web and mobile applications.
- Process Evolution:
- Monitor and adapt to changing customer patterns.
- Enhance tech support and onboarding processes to meet evolving client needs.
- Customer Insights & Collaboration:
- Identify customer needs and requirements early in the process.
- Collaborate with the product team to propose enhancements and new features based on client feedback.
- Documentation & Resources:
- Create and maintain customer-facing resources, including release notes, a knowledge base, and help videos.
- Experience: Minimum 2 years in a SaaS B2B setup, preferably working with US clients. Experience with fitness-related products is a plus.
- Skills:
- Strong problem-solving and communication skills.
- Ability to manage customer expectations and deliver exceptional support.
- Proficient in creating and delivering training materials.
- Collaborative mindset for working with cross-functional teams.
- Tech Savvy: Familiarity with tools like CRM, support ticketing systems, and analytics platforms.
- Fully remote position—work from anywhere in India.
- Opportunity to work with global clients in a dynamic and innovative environment.
- Flexible and collaborative work culture.
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