Customer Success Specialist

Job Title: Customer Success Specialist

Job description

Requirements:

● 0-1 years of experience in a customer success or support role, ideally within a SaaS or technology-focused company.

● Strong problem-solving and communication skills.

● Ability to understand and explain technical concepts to non-technical users.

● Hands-on experience with CRM tools (e.g., Freshdesk, Salesforce) and ticketing systems is preferred.

● Familiarity with SaaS onboarding, support processes, and customer lifecycle management.

● Customer-centric mindset with a passion for helping others succeed.

● Self-motivated, organized, and capable of managing multiple priorities.

● Adaptability in a fast-paced startup environment.

● Basic understanding of APIs, integrations, and software troubleshooting.

● Experience with ticketing systems and platforms is a plus.

● Familiarity with analytics tools and data-driven approaches is advantageous.

Key Responsibilities:

Support

● Deliver outstanding technical support to customers across email, chat, and phone channels, ensuring prompt and professional resolution of issues.

● Diagnose and resolve customer queries related to platform functionality, integrations, and custom configurations.

● Act as the primary escalation point for technical issues, collaborating closely with product and engineering teams to ensure swift and thorough resolutions.

● Develop and maintain a robust repository of instructional resources, including user guides, FAQs, and tutorial videos, empowering clients to use the platform effectively.

● Continuously update and expand documentation to reflect the latest product updates, features, and best practices, ensuring clients have access to accurate and up-to-date materials.

● Proactively identify and address recurring support trends, proposing improvements to enhance the customer experience and streamline internal processes.

Customer Success

● Onboard new customers, ensuring they understand how to effectively use the platform and derive value from it.

● Build strong relationships with customers, becoming their trusted advisor for maximizing platform benefits.

● Proactively monitor customer accounts to identify engagement trends, potential challenges, and opportunities for upselling or cross-selling.

● Conduct regular check-ins with clients to review their goals, provide insights, and gather feedback to drive product improvement.

Project Monitoring & Handover

● Oversee client projects from start to finish, collaborating with cross-functional teams to ensure timelines and deliverables are met.

● Regularly check in with clients to update them on progress and address concerns.

● Once projects are complete, manage the handover process, providing clients with all necessary documentation, configurations, and resources to ensure a smooth transition and continued success.

Client Support & Relationship Management

● Act as the main point of contact for clients throughout the project lifecycle.

● Set and manage client expectations regarding deliverables, timelines, and outcomes.

● Respond promptly to client inquiries and issues, manage tickets, troubleshoot problems, and provide solutions to ensure client satisfaction and retention.

Reporting & Insights

● Generate client-specific reports that provide valuable insights into product usage, performance, and other relevant metrics.

● Monitor and improve key metrics, such as customer satisfaction (CSAT), response time, resolution time, and platform adoption rates.

● Customize reports as needed to ensure clients have clear visibility into key data, helping them make informed decisions and maximize the value of the product.

● Use data insights to recommend enhancements to the platform and internal processes to drive improved client outcomes.

Job Type: Full-time

Pay: ₹15, ₹21,000.00 per month

Benefits:

• Provident Fund
• Work from home

Application Question(s):

• Are you comfortable with tools like CRM / ticketing

Do you have Exposure to SaaS platforms or customer support tools.

Experience:

• Has worked in / understands SaaS, CSR: 1 year (Preferred)

Work Location: Remote