Customer Success Advocate
2 weeks ago
**JOB DESCRIPTION**:
- Serve as the primary point of contact for high-touch healthcare clients, ensuring they receive white-glove ongoing support.
- Provide timely resolutions with a focus on balancing customer satisfaction and company policies.
- Troubleshoot, escalate, and resolve customer issues related to TimeSmart.AI configurations, integrations, and performance.
- Train and advocate self-serve as you meet with and enable end users to adopt TimeSmart.AI daily as it becomes a “must-have” product.
- Fine-tune and optimise SOPs based on client feedback, use cases, and edge scenarios.
- Work closely with product and engineering to advocate for innovative solutions to address customer pain points and minimise escalations proactively.
- Help customers understand best practices for product use in their workflows and promote feature adoption.
- Create and maintain internal playbooks, help articles, and solution templates for recurring inquiries or use cases.
- Analyse trends in customer feedback to suggest product or training improvements.
**SKILLS**:
- 1+ years in a **Customer Success, Technical Support, or Implementation role**(ideally in a SaaS, AI, or startup environment).
- Comfort creating help videos, Looms, or live walkthroughs.
- Strong understanding of AI concepts or experience working with SaaS solutions.
- Comfort with healthcare tech operations or the ability to quickly learn the domain.
- Excellent communicator: able to simplify technical explanations for non-technical users.
- Skilled in managing multiple clients with a customer-first mindset.
- Familiarity with tools like Jira, Slack, Google Workspace, or other CX platforms.
- Self-directed, organised, and able to thrive in a fast-paced, evolving environment.
Pay: ₹20,000.00 - ₹30,000.00 per month
**Benefits**:
- Work from home
**Experience**:
- International voice process: 1 year (preferred)
Shift availability:
- Night Shift (preferred)
Work Location: Remote
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