Customer Success Associate

**Customer Success**

**Position Overview**:
Given our business model, where our customers pay us over time, Customer Success is absolutely vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service. As such, we need a senior executive to own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).

**Required Experience/Skills**:

- Ability to manage influence through persuasion, negotiation, and consensus building
- Ideally combined background of post-sale and sales experience
- Strong empathy for customers AND passion for revenue and growth
- Deep understanding of value drivers in recurring revenue business models
- Analytical and process-oriented mind-set
- Demonstrated desire for continuous learning and improvement
- Enthusiastic and creative leader with the ability to inspire others
- Excellent communication and presentation skills
- Relevant Bachelor’s degree; preference for computer science or related degrees

**Responsibilities**:

- **Drive Customer Success Outcomes**
- Increase renewal rates and reduce churn
- Expand our revenue in accounts through cross-sell and up-sell
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
- Drive new business growth through greater advocacy and reference-ability
- Understand customer outcomes by communicating with customers, analyse customer health metrics, run NPS and gather other feedback via Intercom
- Represent the voice of the customer to provide input into every core product, marketing and sales process
- Collaborate closely with team members support renewals and expansion opportunities
- Serve as the primary contact for the on boarding of new customers, the training of platform end users, as well as post go-live support
- Collaborate with the engineering and development team to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers
- Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements
- Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
- Being the main point of contact between the company and a number of named enterprise accounts
- **Define and Optimize Customer Lifecycle**
- Map customer journey
- Develop listening points in journey (e.g., usage, satisfaction, etc.)
- Standardize interventions for each point in journey
- Define segmentation of customer base and varying strategies
- Identify opportunities for continuous improvement
- Learn from best practices in industry
- **Manage Customer Success Activities**
- On boarding
- Training
- Professional Services
- Customer Support
- Customer Success Management
- Renewals
- Cross-sell / Up-sell/ Outbound
- Advocacy
- **Enhance Effectiveness and Efficiency Through Technology**
- Support systems
- Customer marketing software
- Reference and advocacy solutions
- Customer Success Management platform
- **Inspire Customer Success Across Company**
- Create company-wide culture of Customer Success
- Align with Marketing around marketing to existing clients
- Align with Product around driving product roadmap
- Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
- Align with Executive Team around key metrics and objectives
- Drive company-wide definition of ideal customer
- Create company-wide customer feedback loop

**Job Category**:Customer Success Associate**Job Type**:Full Time**Job Location**:Jaipur