Customer Success Associate

Job Summary:

The Customer Support & Success Executive plays a pivotal role in ensuring a seamless and positive experience for customers. This role combines customer support with customer success initiatives to drive customer satisfaction, retention, and overall success, along with generating new customers for the company. The associate is responsible for addressing customer inquiries, solving problems, providing guidance, and ensuring customers achieve their desired outcomes while using the company's products or services.

1. Key Responsibilities:

• Handle customer inquiries via phone, email, chat, or other communication channels, providing accurate and timely information.
• Troubleshoot and resolve issues: Help customers resolve technical or non-technical issues with products or services.
• Document customer interactions in CRM systems to ensure all inquiries and resolutions are tracked and managed.
• Escalate complex issues: When necessary, escalate unresolved issues to higher-level teams or specialists.
• Provide product or service guidance: Assist customers in understanding how to use the product or service effectively.
• Generate new customers from prospects, with business promotion about companies products and services.

2. Customer Success:

• Proactively manage customer relationships, ensuring they are receiving maximum value from the product/service.
• Monitor customer health using metrics such as product usage, satisfaction scores, or retention rates to identify customers who may need additional support.
• Onboard new customers: Guide new customers through product onboarding, helping them understand key features and how they can achieve their goals.
• Create and maintain customer success plans: Understand customer needs and tailor strategies to ensure ongoing satisfaction and success.
• Conduct regular check-ins with customers to ensure they are achieving their business goals and using the product effectively.
• Collect feedback from customers to identify potential improvements in products, services, or processes.

3. Upselling & Cross-selling:

• Identify opportunities to upsell or cross-sell additional features or services to existing customers based on their usage and needs.

4. Issue Resolution and Escalation Management:

• Manage escalations by ensuring customer concerns are dealt with quickly and professionally.
• Collaborate with product teams to identify root causes of recurring issues and work on long-term solutions.

6. Reporting & Data Analysis:

• Regularly analyze customer feedback, support tickets, and success metrics to track trends, identify areas for improvement, and measure customer satisfaction.
• Provide regular customer insights to the product and sales teams, helping to inform future product development and customer success strategies.

7. Collaboration & Communication:

• Work closely with the sales, product, and technical teams to ensure a unified approach to customer service and satisfaction.
• Collaborate with marketing to share customer testimonials, case studies, and success stories that highlight the value of the company’s products/services.
• Act as the voice of the customer within the organization to advocate for their needs and feedback.

Required Skills & Qualifications:

• Experience: 2–4 years of experience in customer support, success, or account management, preferably in a SaaS (Software-as-a-Service) or tech-related environment.
• Communication Skills: Exceptional verbal and written communication skills to engage with customers professionally and clearly.
• Problem-Solving: Ability to troubleshoot issues and resolve customer problems with a positive and solution-oriented approach.
• Customer-Centric Mindset: Passion for delivering outstanding customer service and ensuring long-term customer success.
• Technical Proficiency: Experience with customer support software (e.g., Zendesk, Freshdesk, Intercom) and CRM platforms (e.g., Salesforce, HubSpot).
• Time Management & Multitasking: Ability to handle multiple customer requests simultaneously while maintaining high-quality service.
• Empathy & Patience: Ability to listen to customers’ needs, understand their concerns, and remain calm and professional under pressure.

Job Type: Full-time

Pay: ₹302,371.66 - ₹475,650.00 per year

Benefits:

• Cell phone reimbursement
• Commuter assistance
• Paid time off

Schedule:

• Day shift
• Evening shift

Supplemental Pay:

• Yearly bonus

Work Location: In person