Assistant Customer Success Manager

1. Client Onboarding & Training

• Ensure smooth onboarding of new clients by guiding them through setup and implementation.
• Conduct training sessions to help clients understand product features and usage effectively.

2. Product Knowledge & Support

• Maintain up-to-date knowledge of product features, enhancements, and integrations.
• Assist clients with product-related queries and provide timely resolutions through ticketing and support channels.

3. Client Relationship Management

• Build and maintain strong client relationships by providing ongoing support, information, and guidance.
• Act as the primary point of contact for clients, ensuring their concerns are addressed promptly.

4. Issue Resolution & Coordination

• Log and track client issues through tickets, coordinating with internal teams for timely resolution.
• Take regular follow-ups with technical, product, and operations teams to ensure a seamless client experience.

5. Collaboration & Issue Resolution

• Coordinate with internal teams (tech, operations, and support) to ensure timely resolution of client issues.
• Follow up regularly with the concerned teams to keep clients updated on progress.
• Assist in integration processes by aligning with the technical team and ensuring efficiency.

6. Client Success & Growth

• Understand the clients business model, objectives, and challenges to deliver tailored solutions.
• Identify opportunities for upselling and cross-selling additional products or services to add value.

Customer Retention & Experience

• Monitor client satisfaction and proactively address issues to minimize churn.
• Act as a trusted advisor, ensuring clients derive maximum value from the product.