Customer Success Officer

**'Customer Success is when customers achieve their desired outcome through their interactions with the company'**

**Work Location**: Kolkata/Mumbai/Delhi

**Purpose**:
Customer Success Officer should be the voice of the customer, gather customer feedback and act as a 'Client Advocate'. Should ensure that the mapped customer base is happy, satisfied and stick on to the product there by minimizing the churn. Deepen solution use by up-selling, cross selling products, services and increase references from customers to improve solution usage.

**Goals & Deliverables**:

- Owner in delivering delightful experience to customers who are on-boarded newly to GoFrugal during Welcome Call process. Ensure zero tolerance in terms of product implementation and training. Customer should feel confident about using our company’s product
- Ensure Feedback Audit happens periodically and prepare the customer to the status READY TO PAY at the time of renewal.
- Responsible for converting Unhappy customers to Happy base by addressing the concerns of the customers by co-ordinating with respective Assure Care team
- Analyse the unhappiness reason with root cause. Discuss with respective stake holders to avoid the same in future
- Boost up customer references from the existing customer and ensure you are collecting minimum 3 reference a day
- Co-ordinate with partners/field sales with respect to renewal payment collection in case of customer reachability is an issue
- You do not feel satisfied without interacting with atleast 50 unique customers a day with minimum 20 feedback calls per day
- Help sales & marketing by sharing customer success and happiness in social media platforms, with case studies, video etc. Minimum 3 reviews per day
- Identify the opportunities to offer additional services/add-on products to customers, by understanding customer's needs.
- Updating customer, keeping them in loop on changes to the product they are using and keep them updated on the latest enhancements.
- You should reach out the lost customer to gain an understanding on why they left. Part of this process is about trying to win lost customers back.

**Personality we expect**:

- You love taking Ownership and Problem-solving by seeing the opportunity for change in every challenge, You learn from failure rather pointing fingers
- You should be adaptive and respond to unexpected situations
- You should be proactive in approaching the lost customer and bringing back
- You are a result oriented person who completes tasks without compromising on Quality
- A strong believer in Social connect, not just with Customers but also with internal employees where collaborative success is achieved
- You should be a fast learner who can learn everyday by planning step by step modules and does not expect class room training sessions
- Strong affinity towards planning ones' tasks for the next day and also ready to share honest feedback, challenges, learning and emotions for the day
- You should be able to communicate with customers from different cultures with empathy. Hindi/Telugu/Kannada/Malayalam language proficiency is sure an advantage
- You are willing to work independently, tenacious, goal oriented and focused with one step at a time
- You love an Agile work culture and embrace change to be an early adaptor and lead by example

**Who will NOT fit in**:

- You are an individual rock star performer and not a team player
- You feel that your job is done after you assign a prospect for demo/followup
- You do not enjoy continuous feedback and learning
- You feel like a victim while facing a challenge
- You blame others instead of seeking help to get the job done when it matters
- You are afraid to discuss challenges at work with your senior
- You feel daily standups, weekly reviews and course correction are too much pressure
- You just want a 9 to 5 job

**About Target Market**

The scope of GoFrugal products and services are expanding and there are huge changes happening in the retail, restaurant and supply chain businesses across the world. There are changes in technology, business practices, government regulations and consumer expectations. There are innovations on payment, e commerce, marketplaces, mobility etc. Small businesses can no longer have their ERP in a silo but expect a highly connected solution where there is integration with every possible service they need to thrive and delight their customers. GoFrugal's target market is any Supermarket you visit for grocery purchase, any pharmacy you visit, any garment store you visit for your weekend shopping that is in your street, market, shopping malls etc., The opportunity is very huge and your growth & earning will totally depend on the efforts