Customer Success Associate

2 weeks ago

Hyderabad Telangana, India NKRAFTERZ Full time

**Responsibilities & Deliverables**:
**Customer Support & Customer Engagement**:

- Act as the primary point of contact for customer inquiries, offering prompt and accurate resolutions.
- Manage and resolve service support tickets, adhering to Service Level Agreements (SLAs).
- Work closely with internal teams (Engineering, Account Management, and Professional Services) to ensure timely resolution of escalated issues.
- Ensure customers are kept informed throughout the resolution process and provide follow-up support as needed.
- Build strong customer relationships through proactive communication and problem-solving.
- Identify customer pain points and share actionable insights to improve customer experience and product features.

**CRM and Integration Support**:

- Assist customers with CRM-related inquiries, including configuration, data management, and troubleshooting.
- Provide guidance on CRM best practices to enhance customer workflows.
- Collaborate with technical teams to support customers with system integrations involving ZINFI solutions and third-party platforms.
- Educate customers on the capabilities of integrated systems to optimize their operations.

**Operational Excellence**:

- Follow Standard Operating Procedures (SOPs) for ticket management, feedback handling, and documentation.
- Ensure data accuracy and compliance with relevant regulations (e.g., GDPR) during customer interactions.
- Stay updated on ZINFI’s product features, CRM platforms, and integration methodologies to provide informed support.

**Collaboration and Process Improvement**:

- Participate in interlock meetings with clients and internal teams to discuss feedback, trends, and operational challenges.
- Contributes to the creation and refinement of user documentation, training materials, and internal SOPs.
- Share insights from customer feedback and support experiences to improve processes and product offerings.

**Education & Experience**:

- Bachelor’s degree in a relevant field or equivalent work experience.
- 2+ years of experience in customer support, technical support, or customer success roles within a SaaS company.

**Technical Skills**:

- Familiarity with CRM platforms (e.g., Salesforce, HubSpot, Zoho) and ticketing systems.
- Basic knowledge of system integrations and APIs in a SaaS environment is a plus.
- Experience with workflow automation and CRM configuration is highly desirable.

Thanks & Regards
Siya Thakur

Pay: ₹800,000.00 - ₹1,000,000.00 per year

**Experience**:

- total work: 3 years (preferred)

Work Location: In person

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