Business Performance Specialist

2 weeks ago

Aurangabad, Maharashtra, India beBeeCustomerSuccess Full time ₹ 6,00,000 - ₹ 12,50,000
Customer Success Associate Role Overview

This is a customer-facing role that requires improving customer experience by managing key performance indicators.

The ideal candidate will have 1-3 years of experience in a Customer Success, Account Management or related customer-facing role.

  • Strong ability to analyze and interpret customer data, including sentiment analytics, engagement scores, and service metrics.
  • Proven ability to build strong, lasting relationships with customers, understanding their business needs and helping them realize the full value of the product or service.
  • Excellent verbal and written communication skills, with the ability to present complex information in a clear, concise manner to both internal teams and customers.

Key Responsibilities:

  1. Monitor and Analyze KPIs: Track and analyze key performance indicators like customer sentiment, engagement scores, and service request completion SLAs to drive customer success strategies and ensure satisfaction.
  2. Customer Health Monitoring: Regularly monitor customer health and provide actionable insights based on KPIs to prevent churn, identify risks, and capitalize on opportunities for expansion.
  3. Business Reviews & Check-ins: Conduct regular business reviews and check-in meetings with customers to assess performance, review KPIs, understand customer needs, and align our solutions with their goals.
  4. Proactive Customer Engagement: Drive proactive customer engagement by ensuring timely responses to requests, managing project timelines, and facilitating necessary product or service updates.
  5. 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.
  6. 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.
  7. 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.
  8. 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.
  9. Customer Retention & Growth: Focus on driving customer retention, satisfaction, and growth by fostering strong relationships, ensuring customers are realizing value, and identifying opportunities for upsell or cross-sell.
  10. Reporting & Documentation: Maintain accurate records of customer interactions, performance metrics, and follow-ups in the CRM system. Regularly report on KPI trends, account health, and customer feedback to internal stakeholders.

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