Customer Success Associate

6 days ago

Ellis Bridge Ahmedabad Gujarat, India Shipmnts Full time

At Shipmnts, we are on mission to Accelerate Global Trade. We are an all-in-one Technology Platform with all the software, integrations and resources one needs for **Global Trade & Logistics Management (GTLM).**

Our goal: Revolutionise Tech for second largest industry in the world

**Who you'll be working with**:

- You will work closely with our Head of Product, our Customer Success Team and our CEO
- Our Customer Success team is responsible for end to end customer experience around planning, implementation, user onboarding and post onboarding support

**What you'll do**:

- Promptly resolve inbound calls and online Support cases from customers
- Performs routine to moderately complex troubleshooting and analysis to resolve issues
- Identifies software defects and reports to Quality Assurance/Development for investigation of root cause and fixing
- Documents case through formalized written communication
- Handle inquiries and problems within assigned major product area expertise/ skill set and effectively triage those outside area of expertise and transfers to the next Support level
- Create and maintain knowledge base that enable self-service support for Customers/Partners
- Gather and prioritise feedback from customers. Provide a view of ground realities and help us identify risks at each account level.
- Co-own end-user training and data migration from legacy system and technical support for our finance and tax compliance modules
- Participate in constant improvement around processes for onboarding, adoption, and customer success.
- Help our customers realise tangible value / outcomes faster with our product

**You will be face of Shipmnts for our customers**

**What makes a great profile for us**:

- Former experience in Technical / Functional Support
- Former experience in Product Led environment
- Former experience in managing successful implementations of ERPs / complex SaaS workflows (especially with customer onboarding)
- Bonus: Basic Knowledge of accounting systems like Tally/ERP Next

**You are**:

- Extremely Organised and Detail Oriented
- Calm under pressure and self motivated
- Collaborative
- Problem Solver
- Most importantly you are empathetic to customers

**Some Basic Requirements**:

- Proficiency in Business English language (Spoken and Written)

**Job Types**: Full-time, Permanent, Fresher

Pay: ₹15,000.00 - ₹25,000.00 per month

Schedule:

- Day shift

Ability to commute/relocate:

- Ellis Bridge, Ahmedabad, Gujarat: Reliably commute or planning to relocate before starting work (preferred)

**Education**:

- Bachelor's (preferred)

Work Location: In person

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