Customer Success Associate

Job Id: Aeries/525/24-25

Industry IT-Software / Software Services / testing

Location Bangalore

Experience Range 3 - 6 Years

Qualification BE/Btech

**About Us**

**About Business Unit**

**Roles and Responsibility**

As a Customer Success Associate, you will be responsible for driving customer value realization through digital channels, ensuring effective adoption, supporting customer retention, and performing risk assessments to mitigate potential issues. You will work closely with customers to help them optimize their use of Quickbase solutions, providing expert guidance, utilizing digital engagement tools, and proactively identifying and addressing risks to maintain a positive customer experience.

Key Responsibilities:
1.Customer Engagement & Retention:
oDrive adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.

oEnablement of customers on how Quickbase features are used as they explore new use cases post-onboarding. Recommending add-on Professional Services as needed to improve the customer’s use of Quickbase.

oLead virtual check-ins, product tutorials, and onboarding sessions to ensure customers are fully integrated with the platform.

oPrepare and organize customer-related documents, presentations, and reports, and ensure they are easily accessible for the team.

oAddress customer inquiries and concerns, escalating issues when necessary to ensure timely resolution and continuous satisfaction.

2.Value Realization:
oWork closely with customers to understand their business goals, helping them realize the value and outcomes they expect from the SaaS solution.

oMonitor and report on customer health metrics, providing actionable insights and suggesting improvements to increase customer value and reduce churn risk.

3.Digital Tools & Automation:
oMaintain accurate and up-to-date customer data in the customer system, ensuring that customer profiles, interactions, and history are properly documented.

4.Risk Assessment & Remediation:
oRegularly assess customer health and engagement data to identify potential risks, including low product adoption, usage decline, and at-risk accounts.

oCollaborate with internal teams (e.g., Sales, Support, Product) to address and mitigate risks that could affect customer satisfaction, retention, and long-term success.

oContinuously track customer risk profiles and adapt engagement strategies based on evolving needs and risk factors.

5.Collaboration & Cross-Functional Alignment:
oCollaborate with Customer Success Managers and Sales teams to ensure alignment on customer goals, challenges, and opportunities for upsell or expansion.

oProvide feedback to product teams based on customer interactions, helping to shape future product development and enhancements.

oSupport the creation of customer success content, including knowledge base articles, product documentation, and best practice guides.

Qualifications:

- Experience: Minimum of 2-3 years in a customer-facing role, preferably within a SaaS environment, with a focus on customer success, digital engagement, risk management, project management or account management.
- Skills: Strong written and verbal communication skills with the ability to engage customers effectively.
- Agility: Have an ability to thrive in a dynamic, fast-paced environment where change and ambiguity are part of the transformation.
- Problem-Solving: Ability to understand customer challenges, diagnose issues, and provide actionable solutions, leveraging available resources.
- Analytical Skills: Comfortable using data and metrics to track customer engagement, measure success, and identify opportunities for improvement.
- Customer-Centric: Passion for helping customers succeed, with a strong understanding of how Quickbase solutions can solve business challenges.
- Education: Bachelor’s degree or experience in a related field is preferred but not required.

Bonus Qualifications:

- Familiarity with Javascript, relational databases and APIs
- Hands-on advanced knowledge of Quickbase

Why Join Us:

- Opportunity to be a part of high-impact CS team in a growing SaaS company.
- Development and career growth opportunities in the technology sector.
- Competitive compensation and benefits package.