Customer Success Specialist

Job Summary

Outmarch is a fast-growing retail startup searching for flexible go-getters who welcome the challenge of meeting the needs of a growing business. We're specifically looking for a customer success specialist who will roll up their sleeves and lead a team from inside the trenches.

As a key member of our leadership team, you will help craft the company's customer success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences. Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships.

Objectives of this Role:

• Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction.
• Establish a trusted and strategic advisor relationship to help drive continued value of our products and services.
• Maintain and develop customer success strategies and best practices, as well as customer support content.
• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learning.
• Maintain existing customer success metrics and data as directed.

Responsibilities: Owns the overall relationship with customers.

• Builds relationships with customers to become a trusted advisor, oversee adoption of Outmarch products and services, and continually promote best practices.
• Accelerate the contract renewal process and ensure customer satisfaction.
• Manage customer onboarding process.
• Own the quality of product and provide feedback to the development team.
• Build test plans to ensure product test coverage.
• Help troubleshoot product issues.
• Create and update Customer Success Playbooks.
• Actively monitor implementation success, identify areas for improvement, and strategize with leadership and cross functional teams advocating for the customer.
• Accurately maintain a forecast of renewals and a dashboard of customer status.
• Answers, evaluates and prioritizes incoming telephone & email requests.
• Resolve conflicts and provide solutions to customers promptly.
• Assist in driving cross-departmental resolution handling to prevent larger issues.
• Collaborates with sales staff to ensure growth attainment and increased footprint.
• Work with marketing and sales staff to gather data elements for sales enablement content.

Qualifications:

• Bachelor's degree
• 1+ years prior experience in renewals, account management, customer success, or another client-facing role in a software company, preferably Software as a Service (SaaS)`
• Strong oral and written communication skills.
• Strong leadership skills
• Ability to handle a heavy workload and multiple projects with frequent interruptions.
• Prior experience communicating and strategizing with stakeholder level primary contacts.
• Must be comfortable working in a fast-growing startup SaaS environment.
• Experience working with cross-functional teams (e.g. Sales, Engineering, Marketing, Services)
• Strong attention to detail and time management

Why you should apply: A great team-oriented environment.

• The freedom to be creative and make a difference.
• As a key member of the team, you will directly help shape the future of retail solutions.
• You will be surrounded by passionate entrepreneurs who have lots of experience in solving real-world problems We're a small, tight-knit team doing big things.
• We value the curiosity to learn more, and the ability to solve hard problems. We reward innovation, creativity, initiative, and teamwork

Job Type: Full-time

Pay: Up to ₹500,000.00 per year

Application Question(s):

• This is an in-office role based in Nal Stop, Karve Nagar, Pune. Are you willing to commute to the office ? We work 5 days a week - Monday to Friday.

Experience:

• customer success: 1 year (Required)
• B2B: 1 year (Required)

Location:

• Pune, Maharashtra (Required)

Work Location: In person