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Customer Success Executive

4 months ago

Sahibzada Ajit Singh Nagar, India Jungleworks Full time

Job Title: Customer Success Executive
Location: Mohali, India

Summary:
We are looking for a Customer Success Executive to help build customer loyalty and foster long-term customer relationships by ensuring that customers have a positive experience.

Your Roles and Responsibilities:

  • Customer Onboarding: Assist new customers in the onboarding process, helping them get started with the software. Provide guidance and support during this crucial phase.
  • Product Expertise: Develop a deep understanding of our SaaS product(s), staying up-to-date on new features and updates. Use this knowledge to guide customers in leveraging the software to its fullest potential.
  • Account Management: Own and manage a portfolio of customer accounts. Monitor customer health and usage patterns, identifying opportunities for upsell or cross-sell.
  • Customer Training: Offer training and resources to customers to ensure they can effectively use the software. This may include one-on-one training sessions or the creation of educational materials.
  • Customer Support: Address customer inquiries, issues, and requests promptly. Collaborate with the support team to resolve technical problems and ensure a positive customer experience.
  • Success Planning: Collaborate with customers to develop and implement success plans. Set clear goals and milestones to track progress and ensure the customer is achieving their desired outcomes.
  • Renewals and Expansion: Proactively engage with customers to secure renewals and identify opportunities for product expansion. Advocate for the customer within the company.
  • Feedback Collection: Gather customer feedback on their experience with the software. Share this feedback with the product development team to help improve the product.
  • Data Analysis: Analyze customer data and product usage to identify trends, areas for improvement, and opportunities for increased engagement.
  • Customer Advocacy: Encourage satisfied customers to become advocates for the company. This might include participation in case studies, testimonials, or referrals.
  • Reporting: Provide regular reports and updates to management on customer health, usage, and customer satisfaction. Share insights and recommendations for improving the customer success process.

You Should Have:
  • Bachelor's degree in a related field (e.g., business, marketing, computer science).
  • Previous experience in customer success, account management, or a similar role in the SaaS industry.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving abilities and a customer-centric mindset.
  • Ability to manage multiple customer relationships simultaneously.
  • Proficiency with customer relationship management (CRM) software and data analysis tools.
  • A passion for technology and staying up-to-date with industry trends.

Qualification:
Graduate/Post Graduate in any domain

Compensation:
No bar for ideal candidates