Executive - Customer Success

About Probe

Probe42 is a leading Fintech company that offers rich data insights on companies in India. Our platform provides access to over 500+ data points on 2.5 million companies, which are meticulously collected and curated from 760 data sources. Our comprehensive data points comprise detailed financials, such as balance sheets, profit and loss accounts, and ratio analyses. Additionally, we offer compliance checks from multiple regulatory sources, information on all directors in India, and legal data that includes curated cases related to companies in all major tribunals, high courts, and district courts. Our data is also available through an API for easy integration.

Our services have enabled banks and businesses to make informed decisions and achieve better outcomes through accurate, high-quality data on companies. We have a strong and growing customer base of leading banks, financial services companies, corporations, and auditors across India and our application is extensively used by credit, sales, and risk teams. By providing timely access to quality data, Probe continues to help reduce bad debt in India by a significant amount. Our team comprises individuals who are passionate about delivering genuine value to our customers. As we continue to expand, we are always seeking people who share our values and are committed to doing the right thing. We maintain an environment that recognizes and rewards merit and is driven by hard work.

We are an Accel Partners funded company.

Role:
Executive - Customer Success

Team:
Customer Success

Location:
Bangalore

Report To:
Senior Vice President – Sales

Role Description:

As a Customer Success Executive, you will be the primary point of contact for our valued customers. Your role involves building strong relationships, ensuring customer satisfaction, and driving the successful adoption of our products or services. This position requires a customer-centric mindset, excellent communication skills, and a proactive approach to problem-solving

Responsibilities:

1. Onboarding and Adoption:

• Guide new customers through the onboarding process

• Provide training sessions to ensure customers are proficient in using our solutions

2. Relationship Building:

• Develop and maintain strong, positive relationships with key customer contacts

• Act as a trusted advisor, understanding customer goals, and aligning our solutions to their needs

• Regularly check in with customers to assess satisfaction and identify opportunities for improvement

3. Customer Engagement:

• Proactively communicate product updates, new features, and industry best practices

• Conduct regular check-ins to review customer usage patterns and identify potential issues

• Collaborate with customers to optimize their use of our products/services to achieve desired outcomes

4. Issue Resolution:

• Serve as the main point of contact for customer inquiries and issues

• Coordinate with internal teams, such as technical support and product development, to ensure timely issue resolution

• Provide solutions and workarounds to address customer concerns

Qualifications & Skills:

1. Education and Experience:

• Bachelor's degree in business, Marketing, or a related field

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

2
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Communication Skills:

• Excellent verbal and written communication skills, preferably fluent in Hindi speaking

3. Customer-Centric Approach:

• Strong empathy and passion for ensuring customer success

• Ability to understand and anticipate customer needs

4. Problem-Solving Skills

• Proactive approach to identifying and addressing customer challenges

• Ability to troubleshoot and find creative solutions to problems

5. Adaptability:

• Ability to thrive in a fast-paced and dynamic work environment

• Willingness to learn and adapt to evolving customer needs

Our commitments:

• We are an equal opportunity employer and encourage diversity in the workplace

• We strongly believe in a healthy work-life balance

• Everyone is encouraged to manage their time as effectively as possible in line with their commitments. We have guidelines for office hours, but every employee can choose their own hours of work

• Our values are very important to us, and we will not compromise on them under any circumstances

• We are committed to the growth of every employee