Customer Success Specialist

2 weeks ago


Bengaluru, Karnataka, India SHC Full time

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 SHC

SHC 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.
    Requirements
    • 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.
      Role Benefits
      • 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.
      Estimated Salary: ₹800,000 - ₹1,200,000 per annum


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