Customer Success Associate

6 days ago

Gurugram Haryana, India GMax Full time

**Required 2+ yrs of Experience in dealing with existing accounts from SAAS Based Companies.**

**What will you do?**
- Coordination, liaising & working closely with various cross-functional teams to deliver timebound resolution.
- Improve the Customer onboarding experience along with retention strategies, which in turn can aid the product road map.
- Hold product demonstrations for customers.
- Should be well-versed and capable of on-call support, account management, product demonstration & also on educating 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.
- Serve as the primary contact for the onboarding of new/existing customers if needed, the training of platform end users, and post go-live support.
- Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement.
- Identify opportunities for customers to act as an advocate (e. g. testimonials, case studies).
- Location: on-site (Sector - 65, Gurugram)
- You have a strong experience where you have worked on projects that have helped in scaling businesses and have won customers or grown relationships.
- Smart thinker, innovator, decision-maker who can inspire customer loyalty.
- Strong technical understanding to coordinate client’s new and existing requirements.
- Have an acumen and tact of handling C-Suite discussions. - Great communication skills - Experience handling infuriated customers (preferred).
- Experience in handling customer queries tactfully and diplomatically to ensure that they stay subscribed to our product.
- Ability to Cross Sell / Up Sell based on the need of the customer and liaise internally with Business/RMs to understand customer requirements.

Schedule:

- Day shift

**Experience**:

- total work: 1 year (preferred)
- SaaS: 1 year (required)
- Cross sell & Up-sell: 1 year (required)

Work Location: In person

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