Associate - Customer Success

4 days ago

Pune, Maharashtra, India Sekel Tech Full time ₹ 4,50,000 - ₹ 9,00,000 per year

Responsibilities :

Customer Onboarding : Assist new customers with the onboarding process, helping them get started with our products, and ensuring a smooth transition.

Product Training : Conduct product training sessions to educate customers on how to use our SAAS solutions effectively and efficiently.

Account Management : Build and maintain strong, long-lasting customer relationships by understanding their needs, challenges, and goals. Serve as a trusted advisor to customers.

Issue Resolution : Address customer inquiries, troubleshoot technical issues, and coordinate with the technical support team to ensure timely resolution.

Feedback Gathering : Actively collect customer feedback and insights to provide valuable input to the product development team for continuous improvement.

Renewal Management : Monitor customer accounts and proactively engage with customers to ensure renewals and upsell opportunities are identified and pursued.

Customer Success Plans : Develop and implement customer success plans tailored to each customer's unique objectives, ensuring they achieve their desired outcomes.

Documentation : Maintain comprehensive records of customer interactions, feedback, and issues in the CRM system.

Communication : Keep customers informed about product updates, new features, and best practices through regular communication.

Reporting : Generate and analyze customer success metrics and reports to track progress and identify areas for improvement.

Qualifications :

  • 2-3 years of experience in SAAS/Product company

  • Bachelor's degree in a related field or equivalent work experience.

  • Proven experience in customer success, account management, or a similar customer-facing role.

  • Excellent communication and interpersonal skills.

  • Strong problem-solving and analytical abilities.

  • Familiarity with SAAS products and technology.

  • Ability to work independently and as part of a collaborative team.

  • Exceptional organizational and time management skills.

  • Customer-focused mindset with a passion for helping others succeed.

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