Customer Success Associate

**About Rapidops**:
Rapidops Inc. is one of the fastest-growing digital products and software companies in the USA. At Rapidops, we’re passionate about enabling companies and individuals to thrive in their work. We partner with leading companies of all sizes and shapes to help transform their businesses and industries with our advanced digital products, software, and services. Our products touch millions of lives daily, solve tough problems, and help to make the world a better place. And there is a lot more to build and transform.

**About The Role**:
We are looking to hire smart and passionate reps for our customer success team. The customer success reps takes care of technical account management for all our customers.

The Customer Success Associate will proactively engage with customers to provide strategic and tactical guidance to them in order to increase the value they acquire using Salesmate CRM.

The CS rep will help in troubleshooting and resolving the issues that customers might be facing, and provide virtual assistance as and when required.

In the CS Role, you'll be expected to provide technical support in an omni channel environment and deliver moments of wow to our customers globally.
- Take ownership of customer issues reported and ensure that they are resolved.
- Diagnosing and troubleshooting problems and identifying solutions to resolve customer issues.
- Collaborate with other appropriate internal teams and represent the customers while figuring out solutions and workarounds.
- Document knowledge in the form of FAQs and knowledge base articles.

**Responsibilities**:

- Manage the entire onboarding process for new customers, beginning to end - from sales handover to configuration to training, ensuring customers rollout the platform as quickly as possible
- Develop a deep understanding of the product (from end-to-end) in order to diagnose customer issues
- Build relationships with customers, help them with issues, and continually delight them with a positive, customer-centric attitude
- Prioritizing and escalating issues when needed and keeping customers informed of progress. Develop and maintain implementation best practices, document procedures, standards, best practices, configuration settings and sequences
- Inform managers of ongoing challenges customer-facing specialists encounter and ask for constructive feedback on how you can improve your individual contribution
- Execute multiple tasks in a fast-paced environment, manage competing priorities and adapt quickly to changes without losing personal touch with customers
- discover and analyze gaps in customer experience that may lead to customer attrition. Work cross-functionally with other teams to address such gaps

**Requirements**:

- You have bachelor’s degree in computer science, software engineering, Information technology or an equivalent combination of relevant education
- You have 1 - 2 years of experience in a customer-facing role at a fast-growing company; proven experience with SaaS/CRM customers preferred
- You are willing to work in a rotational shift
- You have the ability to deeply understand technical products and their scope and limitations
- You have good interpersonal skill and being empathetic is critical as you will be handling customer relationships as well as the internal team members
- You have strong problem-solving skills and can find creative solutions and workarounds when needed. You must be results and value-drive
- You are extremely motivated, energetic, humble, patient, and hard-working; Most importantly - willing to go that extra mile to get the work done
- You are passionate and pro-active: a driven, self-starter who can work independently and as part of a team. You take initiative and ownership and need little supervision
- You are detail oriented with strong oral and written communication skills. You have excellent documentation and technical writing skills