Customer Success Associate

**Responsibilities**
- **Customer Onboarding**: Lead the onboarding process for new customers, ensuring they are set up for success with our AI vibration analysis solution. Provide training and guidance as needed.
- **Account Management**: Build and maintain strong relationships with customers, understanding their unique needs, challenges, and goals within their industry and machinery context.
- **Monitoring and Analysis**: Proactively monitor customer accounts, analyzing vibration data, and identifying potential issues or anomalies. Collaborate with customers to resolve problems swiftly.
- **Customization and Optimization**: Work closely with customers to customize AI models and algorithms to meet their specific requirements. Optimize system performance based on customer feedback and industry best practices.
- **Education and Training**: Develop and deliver training sessions and resources to educate customers on using our AI vibration analysis solution effectively. Keep customers informed about updates and best practices.
- **Feedback and Communication**: Gather customer feedback and communicate their needs and suggestions to our product development team. Serve as the voice of the customer within the company.
- **Success Planning**: Collaborate with customers to establish success plans with clear objectives and key performance indicators (KPIs). Monitor progress and assist customers in achieving their goals.
- **Renewals and Upselling**: Ensure customer satisfaction and retention. Manage subscription renewals and identify opportunities for upselling additional features or services.
- **Issue Resolution**: Serve as the primary point of contact for customers facing technical challenges or issues. Coordinate with our technical support and engineering teams to resolve problems promptly.
- **Customer Advocacy**: Identify satisfied customers who may be willing to participate in reference activities, case studies, or testimonials to support our marketing efforts.
- Travel to customer sites for relevant activities and meetings (travel frequency for this role is estimated at less than 20%)

**Skills and Knowledge**:

- Good understanding of operating principles off various rotating equipment types such as motors, pumps, gearboxes etc.
- Understand the basic principles of root cause analysis to troubleshoot issues.
- Understands the importance of predictive maintenance for rotating equipment.
- Proficiency at managing accounts in a CRM tool.
- Effectively communicate with diverse stakeholders.
- Demonstrable ability to present ideas, products and concepts to medium size groups (public speaking).
- Understands project execution journey with technology implementation.
- Proficient at analyzing and displaying business value.

**Desirable Skills & Experience**:

- Previous exposure to Condition Monitoring
- Experience working with “IoT” technology in different verticals including heavy industry, complex manufacturing, automotive, and other regulated environments is desirable
- Familiarity with the IoT technology deployment process
- Knowledge on SaaS based software that are doing predictions using Artificial Intelligence
- Ability to identify and manage KPIs
- Understanding of presentation

**Education and Experience**:

- Bachelor Degree or equivalent experience
- Minimum 3 years proven track record of day-to-day customer relationship management
- Experience at project management
- Startup experience an asset
- Obsessed with our customers success Key Performance Indicators
- Has the ability to facilitate across multiple teams.
- Take pride in participating in a business that can positively impact the life of many people
- Committed to continuous self-learning.
- Lots of passion for solving real life problems

**Startup attitude**:

- Get things done, show high levels of ownership and commitment.
- Hands-on with the ability to manage multiple projects simultaneously.
- Long haul outlook to work with the company and reap the benefits of being part of the challenging journey.

**Job Types**: Full-time, Permanent

**Salary**: ₹351,286.85 - ₹1,556,790.10 per year

**Benefits**:

- Health insurance
- Paid sick time
- Paid time off
- Provident Fund
- Work from home

Schedule:

- Day shift
- Monday to Friday
- Morning shift

Supplemental pay types:

- Performance bonus
- Yearly bonus

**Experience**:

- total work: 1 year (preferred)

Ability to Commute:

- Bangalore City, Karnataka (required)

Ability to Relocate:

- Bangalore City, Karnataka: Relocate before starting work (required)

Work Location: In person