2 - 4 years
0 Lacs
Posted:1 week ago|
Platform:
On-site
Full Time
• Identify inefficiencies in customer-facing processes and implement solutions to reduce time-to-value.
• Create and maintain playbooks for handling customer queries and escalations.
• Develop, document, and share best practices for running NPS campaigns, customer advocacy programs, nurture, onboarding, QBRs/EBRs etc.
• Maintain an up-to-date knowledge base for internal and customer use.
• Document FAQs, troubleshooting steps, and operational workflows.
• Track key customer metrics by segments (e.g., NPS, churn, engagement, renewals, expansions).
• Optimize tools like Hubspot, Zendesk, Intercom, or Freshdesk for customer support workflows.
• Liaise with product and engineering teams to resolve customer issues quickly.
• Work with marketing on customer education and advocacy programs.
• 2-4 years of experience in problem solving, and applying structured thinking, in a consulting role or in any other analyst/operations roles.
• Prior experience in customer success, support, or operations in a B2B SaaS company is a plus, not a requirement.
• Strong analytical skills and ability to work with data is a strong requirement for this role. Knowledge of SQL or BI tools for customer data analysis is a plus.
• Excellent problem-solving skills, a proactive mindset, and a hands-on approach to challenges.
• High attention to detail with the ability to manage multiple priorities in a fast-paced environment. • Good written and verbal communication skills, with the ability to collaborate effectively across teams.
• Tech savviness, and comfort with CRM and customer support tools (e.g., Hubspot, Salesforce, Zendesk, Intercom).
• Experience with customer engagement platforms like Gainsight is a nice-to-have
saasgenie
Upload Resume
Drag or click to upload
Your data is secure with us, protected by advanced encryption.
Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.
We have sent an OTP to your contact. Please enter it below to verify.
Instantly access job listings, apply easily, and track applications.
chennai, tamil nadu, india
Salary: Not disclosed
chennai, tamil nadu, india
Salary: Not disclosed
