Customer Success Specialist
SuperOps
- Location
- Chennai, Tamil Nadu, India
- Job type
- Full-time
Required skills
- CRM
- customer needs
- customer value
- interpersonal skills
- SaaS
About the role
Website:
superops.com
Job details:
Key Responsibilities
- Customer Onboarding: Guide customers through the onboarding process, ensuring a smooth and efficient implementation of our products or services. Provide training sessions to familiarise customers with key features and functionalities.
- Account Management: Develop and maintain strong, long-lasting customer relationships. Serve as the main point of contact for assigned accounts, addressing customer inquiries and concerns promptly.
- Product Adoption: Proactively engage with customers to drive product adoption and usage. Identify opportunities to enhance customer value through upselling or cross-selling additional products or features.
- Customer Advocacy: Identify satisfied customers willing to serve as references or participate in case studies. Encourage and gather customer testimonials and success stories.
- Feedback and Issue Resolution: Act as a customer advocate within the company, providing valuable feedback to product and development teams. Collaborate with internal teams to resolve customer issues promptly.
- Renewals and Upsells: Monitor customer usage and proactively engage with customers approaching renewal dates. Identify opportunities for upselling or expanding the scope of services to meet customer needs.
- Customer Health Monitoring: Develop and implement customer health monitoring processes to identify at-risk accounts and take proactive measures to retain them.
What We're Looking For
- Proven experience of 1 - 4 years in customer success or account management, preferably in a B2B SaaS.
- Minimum 1 year of Customer Success Experience is Must.
- Strong communication and interpersonal skills.
- Ability to understand and articulate technical concepts.
- Demonstrated ability to manage multiple customer accounts and prioritise effectively.
- Proactive mindset with a focus on problem-solving.
- Familiarity with CRM software and customer success tools.
- Ready to work in Night Shifts.
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