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Customer Success Partner

2 weeks ago

Bangalore, India SHC Full time

About SHC (Formerly Smart Health Clubs):

SHC is a cutting-edge SaaS platform designed for all fitness businesses, enabling them to manage operations efficiently while enhancing their member engagement and experience through our white labeled Web and Mobile apps. Our mission is to empower Fitness Businesses globally by providing exceptional solutions for their specific challenges and unparalleled customer support.

We are looking for a  Customer Success Partner to join our team and deliver top-notch support to our clients, ensuring their success with our platform.

Responsibilities

  1. Product Expertise & Tech Support:

• Gain an in-depth understanding of the SHC platform and its features.

• Provide prompt and effective responses to a wide range of technical support queries.

• Assess when a text response is insufficient and proactively schedule calls for issue resolution.

2. Customer Support and Training Excellence:

• Uphold SHC’s high standard of customer support by resolving queries efficiently and maintaining strong client relationships.

• Training clients on the SHC software with a high level of proficiency. 

• Maintain a level of Proactiveness with the ability to go out of your way to ensure that the product always fits well into a clients requirement and not the other way around. 

3. Client Onboarding:

• Independently manage and execute SHC’s onboarding process.

• Abikity to customize SHC's detailed onboarding process to launch a customer with high level project management skills.

• Deliver SHC's high quality training sessions for clients and their other staff members.

• Facilitate the seamless launch of SHC’s white-label web and mobile applications.

4. Process Evolution:

• Monitor and adapt to changing customer patterns.

• Enhance tech support and onboarding processes to meet evolving client needs.

5. Customer Insights & Collaboration:

• Identify customer needs and requirements early in the process.

• Collaborate with the product team to propose enhancements and new features based on client feedback.

6. Documentation & Resources:

• Create and maintain customer-facing resources, including release notes, a knowledge base, and help videos.

Requirements:

• Experience: Minimum 2 years in a SaaS B2B setup, preferably working with US clients. Experience with fitness-related products is a plus.

• Skills:

• Strong problem-solving and communication skills.

• Ability to manage customer expectations and deliver exceptional support.

• Proficient in creating and delivering training materials.

• Collaborative mindset for working with cross-functional teams.

• Tech Savvy: Familiarity with tools like CRM, support ticketing systems, and analytics platforms.

Role Benefits:

• Fully remote position—work from anywhere in India.

• Opportunity to work with global clients in a dynamic and innovative environment.

• Flexible and collaborative work culture.

If you are passionate about customer success and thrive in a fast-paced, technology-driven environment, we’d love to hear from you