Customer Success Consultant

Job Description: Customer Solutions ConsultantLocation: Hyderabad, India - In OfficeWork Hours – 2:00 PM to 11:00 PM ISTRole SummaryWe are looking for a dynamic and customer -focused Customer Solutions Consultant to join ourteam. In this role, you will be the primary Subject Matter Expert (SME) for Apty's clients, serving asthe key liaison between our customers and internal teams. You will oversee customerimplementations, design tailored solutions based on business requirements and ensure thatcustomers achieve their desired outcomes and ROI using Apty.This role requires a proactive, empathetic, and analytical professional who thrives in a challengingenvironment, excels in communication, and demonstrates a strong ability to handle customerneeds effectively.ResponsibilitiesCustomer Engagement and Support• Act as the primary SME and trusted advisor for customers throughout their journey withApty.• Develop strong, empathetic relationships with customers, ensuring a deep understandingof their business needs, goals, and pain points.• Manage day -to -day customer interactions, addressing queries, resolving challenges, andensuring a positive experience.Customer Implementations and Solution Design• Lead and manage end -to -end customer implementations, ensuring timely andsuccessful deployments.• Gather, analyze, and document business requirements from customers to designcustomized, customer -centric solutions.• Develop tailored solutions leveraging Apty's platform capabilities, focusing on feasibility,scalability, and alignment with customer goals.• Collaborate with internal teams (e.g., Product, Engineering) to resolve technical challengesand deliver on customer expectations.ROI and Customer Success Metrics• Define, track, and ensure that customers achieve measurable ROI from Apty's solutions.• Regularly track and manage Customer Health Scores, identifying risks and developingmitigation strategies to improve customer satisfaction and retention.• Monitor and report on key performance indicators (KPIs) to measure solutioneffectiveness and client success.• Partner with Account Management to facilitate renewal discussions and upsellopportunities by showcasing value delivered.Problem -Solving and Crisis Management• Act as the first line of support for escalated issues, handling complex customer challengeswith professionalism and efficiency.• Proactively identify potential risks to customer satisfaction and address them promptly.• Thrive in high -pressure situations, maintaining composure while working collaborativelywith internal teams and customers to resolve critical issues.Interpersonal and Communication Excellence• Deliver compelling presentations to stakeholders, showcasing Apty's solutions,implementation plans, and ROI metrics.• Write clear and concise documentation, including solution designs, implementation plans,and customer -facing reports.• Communicate technical and business concepts effectively to non -technical audiences,ensuring clarity and alignment.Collaboration and Teamwork• Partner with internal teams, including Customer Success, Product, and Engineering, toprovide feedback on customer needs and feature requests.• Contribute to the continuous improvement of Apty's implementation processes, playbooks,and best practices.• Actively participate in team discussions and knowledge -sharing sessions to enhance thecollective expertise. RequirementsTechnical Skills• Strong understanding of SaaS products and digital adoption platforms.• Ability to design and document tailored solutions, including workflows, integrations, andconfigurations.• Proficiency in analyzing and interpreting customer data to measure ROI and health metrics.• Experience with customer success platforms, CRM tools, or project management tools isa plus.Soft Skills• Impeccable interpersonal skills: Empathetic and customer -oriented with a knack forbuilding strong relationships.• Exceptional communication skills: Superior verbal and written English proficiency, withthe ability to deliver impactful presentations.• Problem -solving mindset: Analytical thinker capable of identifying root causes andproposing effective solutions.• Resilience under pressure: Thrives in challenging environments, handling crises withprofessionalism and composure.• Ownership and accountability: Takes initiative, demonstrates responsibility, and followsthrough on commitments.Other Qualifications• Bachelor's or Master's degree in Business, Information Systems, or a related field (orequivalent work experience).• 2 -5 years of experience in customer success, solutions consulting, or a similar customer -facing role within a SaaS company.• Proven experience in handling client implementations, designing solutions, and managingcustomer relationships.• Strong organizational and project management skills, with the ability to prioritize multipletasks effectively.Preferred Skills (Nice to Have)• Knowledge of JavaScript, HTML, CSS, or other relevant technical skills.• Experience in digital adoption platforms or enterprise software.• Familiarity with customer health scoring models and account management processes.• Certification in customer success or related fields (e.g., Certified Customer SuccessManager) is a plus. BenefitsBe part of a dynamic, growth -oriented team committed to revolutionizing digital adoption.• Work closely with industry -leading clients to help them achieve their business goals.• Develop your skills in a challenging yet rewarding environment, with opportunities forprofessional growth and advancement.• Collaborate with a passionate, supportive team that values your contributions.