Customer Success Analyst

4 weeks ago

saket, India Saffron Tech Pvt Ltd Full time

Job Description for Customer Success


Key Responsibilities:


  • Develop a deep understanding of each client's business objectives, challenges, and key

success metrics.

  • Serve as the primary point of contact for client inquiries, escalations, and strategic

discussions.

  • Onboard new clients effectively, ensuring a smooth implementation process and setting clear

expectations for success.

  • Proactively engage with clients to identify opportunities for up selling or cross-selling

additional products and services.

  • Collaborate closely with sales, product, and support teams to advocate for clients and drive

resolution of issues.

  • Develop and maintain a comprehensive understanding of our products and services, staying

abreast of new features and updates.

  • Monitor client usage and performance metrics, identifying areas for improvement and

providing recommendations for optimization.

  • Prepare and deliver regular business reviews and performance reports to internal

stakeholders and the clients, highlighting key insights and opportunities for growth.

  • Advocate for clients internally, providing feedback and insights to inform product roadmap

decisions and enhance the overall customer experience.

  • Stay up-to-date on industry trends, best practices, and competitive landscape to effectively

advise clients and drive value.

  • Ability to travel occasionally for client meetings and industry events.


Qualifications:


  • Bachelor's degree in Business Administration, Marketing, Communications, or related field.
  • Minimum 2yrs-3yrs of experience required
  • Strong communication and interpersonal skills, with the ability to build rapport and trust

with clients.

  • Experience working with CRM systems (e.g Hubspot), proficiency in MS Suite and Google

suite,

  • Proficiency in excel and powerpoint is a must.
  • Familiarity with the SAAS industry and their metrics.


Thanks & Regards

Akanksha Gupta

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