Customer Support Executive

Role Definition A Customer Success Executive is a person who operates from contribution and enjoys helping a customer to understand the product, use the product , and later upgrade to a higher subscription. He/She will able to handle a web application; a SAAS based product , reposible to give product demonstration initiate through cobrowsing or screen sharing and chat with customers. Also, the executive should be able to work on prospective clients and generate leads by adding customer in their company linkedin accounts through sending Fomo or ZOOMinfo. Also ensure the proactive or on request Contact verification in

Responsibility Deliverable 1. Leverage each touch point to deliver massive value, beyond customer expectation 2. Proactively Engage Customer - to help fully understand and leverage the product . 3. Create and manage Active User Percent at 90% 4. Handle Linkedin Campagin and create conversion of 30% contact to lead 5. Database enrichment: Data valaidiation in customer profile feature & correction for unfied contact 6. Manageing and creatings FOMOs emails, based on the customer activites.

Task & Activities

1. Leverage each touch point to deliver massive value, beyond customer expectation a. Guide & Inspire Clients and create value at all stages of customer journey b. Do proper needs analysis and pitch adequate solution to meet their needs c. To engage with clients through interactive chat and calls d. To provide live online product demonstration and help the client to choose right subscription e. Introducing client about new promotional offers & product features f. Generate Revenue by selling the product & service / Upselling / Cross Selling g. Co- browising with Sales demo and show the feature of chats support(co-browsing) and ticket managment in volza app

2. Proactively Engage Customer - to help fully understand and leverage the product . a. Understand Client Queries, Requirements for any changes & updations and accordingly take action b. Product & Benefits Demonstration to Clients c. Explain and Train clients on Product usage. d. Explaining advantages of Brand e. To communicate in real time with customers by using an instant messaging (IM) application (Zoho chat). f. Client retentention by giving value addition. g. Pre scheduleing of demo/walkthrough and proper updation of calender h. Update records in CRM, freshdesk & dwd production

3. Create and manage Active User Percent at 90% a. Ensure all clients are using the product by managing health score of customer b. Service all clients and ensure clients are engaged c. Regular followups & Service calls d. Generating referral Leads.

4. Handle Linkedin Campagin and create conversion of 30% contact to lead a. Run linkedin campagin on daily bases and add contacts b. Chat with the contact and convert for demo/lead c. Update lead on system and allocate to MKT for verfication

5. Database enrichment: Data valaidiation in customer profile feature & correction for unfied contact a. Verfiy contact on app and validate it b. On customer compalint for any wrong contact , correct it in 5 min TAT in the application

4. Manageing and creatings FOMOs emails, based on the customer activites. a. Send user based activities mails to renewal clients b. Send user based activities mails to Free clients c. Send user based activities mails to Retentions clients

Measurement Metrics DEMO/Walkthorugh : 6 PD/PP Health Score : 85% SLA: 100% FCR: 100% LEAD : 1 PD/PP Closure : 3 LAC PM/PP Chat : 0 pendency in chat TAT : 5min for correction of a contact Daily Lead : 10 per person per account Linkedin Contact acceptance : 30 Linkedin Contact to chat con%:35% Daily Msg : 100 Msg to Lead : 70 Excellent Product Traning : 100% Ontime Product Traning: 100% Excellent Feedback Score: 5 Contact Verification-Nos :50/pp Company Verfication-Nos: 30/pp Fomo Sending: 20/pp Industries Background Expereince in handling of webapplication selling or services ,SAAS product handling,IT selling,Software Application selling and services Academics Mtech,BCA,NIIT,Btech,MCA,Bcom with Computer Application