Associate - Customer Success

Job Description

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.