Customer Success Officer

2 weeks ago

Mumbai Maharashtra, India Tanla Platforms Full time

Mumbai, Maharashtra IN Department
Customer Success Job Role
‍
Customer Success - Upsell/Cross sell/Increase Product adoption/Increase wallet share/ Drive revenues and transactional Volumes from existing customers/ Ensuring no churn/ ensuring customer satisfaction
‍ What you'll be responsible for?

Partner with customers stakeholders to understand their goals, assess their capabilities and provide recommendations to help them accelerate achievement of their business and technology objectives.
Develop an understanding and knowledge of customer’s products implementation and evangelize capabilities of Karix across all product lines.
Proactively identify risks to the customer achieving their stated business goals and work with the account team to provide new solutions.
Deliver business value and innovation to a customer’s business by understanding customer’s key business challenges and potential for growth.
Proactively communicate technical product changes and other relevant updates.
Constantly monitor customer digital engagement flows and health across all cross-functional touch points within the customer journey. This can be used to build further use cases on conversations.
Ensure the customer has an exceptional experience while driving outcomes for their business.
Provide necessary health checks and reporting to ensure all SLA’s are being met and usage trends show customer adoption.
Act as the customers first line of escalation.
‍ Qualification and other skills
‍
Engineering Graduate in Computer Science or equivalent
Proactive, Self-Motivated Individual with Analytical mindset to solve issues with focus on client/customer requirement
Takes initiative and accountability
Ability to manage timelines effectively
Must have attention to detail
Flexible to work in 24x7 environment
Excellent communication in English (written & verbal) and interpersonal skills
‍ What you'd have?

1-3 years of experience in Customer Success, Support, Account Management. Preferably from Telecom, IT, Saas company. Why join us?
‍
**We thought you would never ask We offer all the usual stuff**: competitive salary, flexible working hours, challenging product culture but the real perks are:
Challenging and fun work environment solving meaningful real-life business problems - you will never have a boring day at the office.
World-class team who love solving tough problems and have a bias for action. Tanla is an equal opportunity employer.
We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability, or veteran status.
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