Customer Success Associate

Job Summary: We are looking for a dynamic and proactive Customer Success Associate who will play a crucial role in managing customer relationships, driving success for our clients, and contributing to business growth.This role involves working closely with clients to ensure they derive maximum value from our platform, identifying upsell and cross-sell opportunities, supporting client renewals, and developing new business through outreach, lead generation, and inside sales efforts.

Key Responsibilities:

1. Customer Success Management: Serve as the primary point of contact for assigned customers, managing onboarding, training, and ongoing support. Understand clients' business goals and provide strategic advice on how they can use Sekel Technologies platform to achieve them. Conduct regular check-ins with clients to ensure satisfaction, resolve any issues, and offer additional training if needed. Monitor customer usage and provide insights to enhance engagement and adoption of the platform. Build long-lasting relationships with clients, ensuring high customer retention and satisfaction rates.

2. Customer Support and Issue Resolution: Work closely with the Operation and Product teams to troubleshoot and resolve customer issues in a timely manner. Document and escalate feature requests and product enhancements based on customer feedback. Proactively monitor account health and address any potential concerns before they escalate.

3. Sales Responsibilities: Collaborate with the sales team to identify upsell and cross-sell opportunities within the existing customer base. Participate in client renewal discussions and assist with negotiations to ensure a high rate of contract renewals. Assist the sales team in presenting customised solutions that align with clients evolving needs.

4. New Business Development: Identify potential business opportunities by leveraging client relationships, understanding market trends, and recognizing client needs. Conduct outreach email campaigns to potential clients and generate new leads on a regular basis and set up Face to Face client meetings. Engage in discussions with new prospects, aligning their requirements with Sekel Technologies' solutions. Participate in sales presentations and demos for prospective clients. Generate leads through inside sales activities, including cold calls, follow-ups, and nurturing potential opportunities. Develop proposals and negotiate terms to onboard new clients.

5. Reporting and Analytics: Provide clients with periodic reports that highlight the value generated by using Sekels platform, including usage statistics, ROI metrics, and recommendations for further improvement. Analyse customer data to track engagement, identify trends, and provide actionable insights for both the client and internal teams.

6. Collaboration and Communication: Collaborate with internal teams (Product, Sales, Marketing, and Development) to ensure the voice of the customer is heard in key decisions. Maintain accurate records of customer interactions and updates in the CRM system.

7. Product Expertise: Stay updated on the latest product features and enhancements to provide accurate information to customers. Conduct product demos and training sessions to ensure customers are maximising the value of the platform.

Key Skills and Qualifications: Bachelors degree in Business, Marketing, Technology, or a related field. 0-3 years of experience in Customer success, Account management, or Sales, preferably within a SaaS company. Strong understanding of SaaS products, ideally in the Martech or Hyperlocal space. Excellent communication, presentation, and interpersonal skills. Ability to build strong, trust-based relationships with customers. Strong problem-solving skills and a proactive attitude towards issue resolution. Sales acumen with a knack for identifying growth opportunities, driving renewals, and developing new business.