Customer Success Executive

3 days ago

Gurugram Haryana, India Javis Full time

Javis is looking for Customer Success Executives to join our Customer Success department and help us grow our IT teams that service India & EMEA markets.

You will work with our top Enterprise customers on a regular basis to understand their needs and manage their larger digital transformation journey. As part of a highly visible role, you will ensure the highest level of prompt customer service while fostering long term professional relationships.

**Note: Monday to Saturday Working (General Shift)**

**Responsibilities**:

- Be the single point of contact for managing up to 4 customers on all service matters
- Help identify and resolve challenges faced by customers while using our products
- Update and document ticket management system in accurate and timely manner
- Maintain high levels of customer communication & engagement with a focus oncustomer satisfaction, keeping a high promoter score and ensuring customer loyalty
- Train customers to be product experts and align them on Javis best practices so theybecome increasingly self sufficient
- Be an expert on your customers businesses to understand their needs and adequatelyalign them with the necessary Javis resources
- Have a thorough knowledge of Javis products and understand technical roadblocks tospot & correct any issues that could affect customer satisfaction or retention whilealways maintaining SLAs
- Develop a long-term professional relationship with key players by engaging anddazzling them with technological prowess
- Be enterprising and insightful to identify challenges that could impact customerexperience and suggest remedies
- Partner closely with internal teams, with escalation, when necessary, on areas ofconcern and new opportunities to translate business needs into new solutions
- Empathize with every aspect of the customer experience, putting customers’ needs first
- Bring your thinking, strategies, and ideas to advance our company’s values, uniqueculture, and vision for the future

**Requirements**:

- 1 to 3 years of extensive experience in managing client portfolios
- Bachelor's Degree in Business, Management, Communications,IT, Telecommunications, or other related degree; or equivalent
- Strong academic record with at least 70% or equivalent in undergraduate/postgraduate is a must
- Experience in key account management, business development and CRM
- Customer retention and growth experience
- Knowledge of customer success processes
- Experience of working in SaaS, Cloud, CRP and ERP is a plus
- Hands on experience with ticketing management system (e.g. Freshdesk) is a plus
- FMCG/Consumer Goods industry experience is a plus
- Ability to understand new products and business workflows
- A trained eye for catching customer related issues
- Self-motivated, detail oriented and proactive in seeking solutions
- Outstanding verbal & written communication skills with a proven experience at buildingrelationships
- Ability to be organized and to work well under pressure with tact & poise
- Evidence that you are a Top Performer in your current organization
- A sharp focus on your goals and a belief that your daily, weekly and monthly activitieswill help you achieve them

Pay: ₹420,000.00 - ₹700,000.00 per year

Schedule:

- Day shift

Work Location: In person

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