Customer Success Strategist
4 days ago
About the Role:
We are seeking a skilled Customer Success Strategist to join our team at Verifitech Services - India. The ideal candidate will have a strong background in customer-facing roles and excellent communication skills.
Responsibilities:
- Customer Engagement: Develop and maintain strong relationships with assigned customers, acting as their primary point of contact and providing guidance on product usage and best practices.
- Customer Success Planning: Collaborate with customers to create and execute customer success plans, outlining their goals, milestones, and KPIs.
- Onboarding and Training: Assist customers in the onboarding process, ensuring they understand how to use our product effectively and providing training sessions and resources to enable them to become proficient users.
- Customer Advocacy: Act as the customer's advocate within the company, representing their feedback and requirements to the relevant teams.
- Issue Resolution: Address customer concerns and issues in a timely and satisfactory manner, escalating complex problems to the appropriate departments and following up to ensure resolution.
- Upselling and Cross-selling: Identify opportunities for upselling or cross-selling additional products or services that align with the customer's needs and goals.
- Customer Feedback and Analysis: Gather feedback from customers on their experiences and product usage, analyzing customer data and usage patterns to identify areas for improvement.
- Customer Renewals: Monitor customer contracts and proactively engage with customers nearing their renewal date, working towards securing contract renewals and preventing churn.
- Performance Metrics: Track and report on customer success metrics, such as customer satisfaction scores, retention rates, expansion revenue, and other relevant KPIs.
- Continuous Improvement: Contribute to the development and improvement of customer success processes and strategies to enhance overall customer satisfaction and business outcomes.
Requirements:
- Bachelor's degree or equivalent.
- Proven experience in customer success, account management, or a similar customer-facing role.
- Strong communication and interpersonal skills, with the ability to build rapport with customers.
- Problem-solving mindset with the ability to handle difficult situations diplomatically.
- Analytical skills to interpret customer data and draw meaningful insights.
- Familiarity with CRM software and customer success tools is a plus.
- Goal-oriented with a focus on customer satisfaction and retention.
- Adaptability and ability to thrive in a fast-paced and dynamic work environment.
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