Customer Success Strategist

2 months ago

Chennai, Tamil Nadu, India Verifitech Services - India Full time

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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