Senior Customer Experience Specialist

1 day ago


Delhi, Delhi, India DBSync Full time
Job Description

The Senior Customer Experience Specialist will be responsible for managing a portfolio and building long-term relationships with clients who have implemented our software solution.

This role is an integral part of DBSync, and the successful candidate will report to and work closely with the Team Lead.

The efforts put forth by the Senior Customer Experience Specialist will directly impact the value realized by the client and the ultimate success of the relationship.

About The Role

To succeed in this team, the ideal candidate must have passion and energy to work in an entrepreneurial and fast-paced environment.

They must also have maturity, confidence, and experience to manage customer expectations with a focus on operational excellence, while having the technical ability to roll up their sleeves and work directly with the solution to establish and maintain a "trusted advisor" status with multiple tiers of the client's organization.

Key Responsibilities
  • Maintain day-to-day relationships with clients, ensuring satisfaction while maximizing revenue opportunities on key accounts.
  • Identify and seize cross-sell and upsell opportunities for new products and services to existing clients.
  • Be the primary point of contact for client communication and contribute directly to the results of the CSM team.
  • Write technical documentation as needed.
  • Track and manage multiple projects and tasks.
  • Report project status with clients and management.
  • Support current clients in using our software properly.
  • Serve as the primary point of contact to existing clients on issues regarding contract terms, new functionality requirements, assisting with implementation/strategy, announcing/promoting new services/features, and managing various questions regarding accounts.
  • Provide assistance to customers in navigating and configuring their customer portal as needed.
  • Assist with fulfillment of implementation requirements for accounts.
Requirements
  • Bachelor's degree (BBM/MBA) preferred with a technical background.
  • 7-8 years of account management or sales experience in a technical or SaaS environment.
  • High-level knowledge of enterprise IT organizational, business, and technical environments.
  • Strong customer orientation, promoting customer satisfaction, resolution, and loyalty.
  • Outstanding computer skills, highly proficient with Word, Excel, Outlook, and various web applications.
  • Salesforce.com experience is a plus.
  • Highly motivated, self-driven, and ambitious to drive sales and revenue for the company.
  • Possess excellent skills in communication, written, verbal, presentation, and interpersonal.
  • Self-directed, forward thinker who knows what needs to be done and operates with urgency, focus, discipline, and minimal supervision.
  • Highly organized and able to multitask in an extremely fast-paced, energetic, entrepreneurial environment.
Location and Benefits

Location: Bangalore (Remote)

Shift Timings: U.S. Shift (06:00 PM IST - 03:30 PM CST)

Average Salary: ₹800,000 - ₹1,200,000 per annum.



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