Customer Success Associate

**The Company**: Our mission is to make education affordable by helping institutions increase alumni giving. The idea started from our founders’ own struggle with the lack of scholarships when they were students. Watch this TEDx talk from Kalyan to learn more. We are a bootstrapped company that has grown to be a leader in the alumni software space in the US. We’re slated for even faster growth on the path to becoming market leaders through a unique strategic partnership with Blackbaud (read more here & here) Our customers are universities and high schools and in most cases, we’re working with staff in the alumni relations and fundraising office at these institutions. The value prop for them at a high level is simple - “Engage more alumni and raise more money from them”. 90%+ of our customers are from the US currently but we’re starting sales in UK and Canada this year so we’ll start to see some more customer regions this year. Our team is based in India and the USA. The India team is based in Bangalore and the US team is fully remote. **The Opportunity**: Almabase is looking to hire a "Customer Success Associate" who will work directly with customers to help them use and understand the product, provide effective resolutions, and proactively take steps to improve product knowledge. In this role, you must be highly empathetic, understand customers’ problems accurately, and build deep product knowledge to resolve them effectively. **_ The advantages of this role are —_** - You get to understand our complete product. Very few people get to have it, and the ones with complete knowledge are extremely valuable to our customers. - You get to deal with various customers (tech-savvy and non-tech-savvy), increasing your versatility in managing different situations. - It can be a stepping stone to transition to other multifaceted roles within Almabase. You will be part of the Customer Services team. This role requires interaction with the Product, Engineering, and Customer Success teams. The Customer Services team plays a critical role in a growing startup. The team acts as the voice of the customer internally and the face of the company to our customers. Our product provides many features, and this team is responsible for helping the customer understand how to use them to the best of their needs. We're looking for self-driven individuals who are precise communicators and well-prepared to thrive in a fast-growing company. Almabase is the world's most loved alumni management software because we pride ourselves on providing an excellent and second-to-none customer experience. We encourage you to take a look at what our partner schools have to say about the customer experience we provide (**our reviews**) **Work Timings**: You will primarily support US educational institutions, so you are expected to work from 6:30 PM to 3:30 AM IST. You will also be part of the “Critical Support” squad, which provides customers with 24/7 support on critical issues one week a month. In addition to CTC, additional incentives are provided for this. **Key Responsibilities**: **Accurately identifying the problem and providing solutions** - Have a deep understanding of the product to provide optimal resolutions to the customer. - You must understand the customers' needs and provide resolutions using specific product features. - When responding to the customer, you're expected to be proactive (anticipating what can be asked and providing suggestions) and reactive(answering what the customer has asked for). - You're expected to analyze the technical issues reported by the customer and collaborate with the engineers to provide a resolution. - Gathering information from the customer about features requested and communicating the information with the Product team. **Enhancing Customer Experience** - Follow the set SOP to handle support requests diligently. - Resolving complex issues/queries for customers and implementing resolutions within set KPIs and SLAs (extremely critical) - Collaborating with the product team to suggest finer workflows or changes within the product that enhance customer experience with using the product - Consult optimum next steps that help the customer reap the maximum benefits from the product. - Going above and beyond than providing just resolutions - creating short videos, suggesting best practices, workarounds, next steps, etc., - Check in and follow up with the customer regularly until the issue is resolved. - Assisting the Customer Success Manager with customer requirements, queries, or issues to improve the customer experience. **Other Responsibilities**: - Updating help articles based on any changes or improvements made to the product. - Writing new help articles for the new features added to the product. - Participating in the onboarding process for new team members by helping them understand our product and how the Customer Support team provides value to the customer. **Requirements**: **Must-Haves**: