Customer Success - Naukri (Zwayam)

Customer Success - Naukri (Zwayam)

• Serve as the primary point of contact for assigned customers, effectively managing relationships and expectations with multiple stakeholders across different functions to ensure alignment, trust, and success.

• Educate customers on how current and new product features drive their business growth and help them leverage the full functionality of the Zwayam platform.

• Proactively identify and drive customer retention, renewal, expansion, and upsell opportunities through deep understanding of their needs, usage patterns, and industry trends.

• Lead Quarterly Business Reviews (QBRs) to communicate account health, platform adoption, value delivered, and future growth plans.

• Act as the Voice of the Customer (VoC) by gathering feedback and collaborating cross-functionally with Sales, Product, Engineering, and Support teams to continuously improve products and services.

• Foster customer advocacy by improving CSAT and NPS, and securing referrals and testimonials.

• Analyze customer data and market insights to provide actionable recommendations that maximize customer ROI and platform adoption.

• Respond promptly and professionally to customer queries and requests, ensuring a positive customer experience.

• Understand and document customer requirements and specifications to tailor solutions effectively.

• Advocate for customers internally, facilitating smooth coordination between customers and Zwayam teams.

• Promote best practices and optimize customer usage to ensure ongoing value realization.

• Demonstrate empathy and a customer-first mindset in all interactions, building strong and trusted partnerships.

Role Requirements

• 5+ years of experience in Customer Success or Customer Service in a SaaS company.

• Deep understanding of recruitment processes and experience in the recruitment domain is essential.

• Excellent organizational skills with the ability to manage multiple projects simultaneously.

• Strong problem-solving skills, taking a consultative approach to find the best solutions.

• Excellent verbal and written communication skills, able to explain complex issues simply and adapt tone to different audiences.

• Comfortable delivering presentations to groups of any size.

• Proficiency with Microsoft tools like Excel and PowerPoint.

• Familiarity with CRM and Customer Success platforms (e.g., Salesforce, Gainsight, Freshdesk, Hubspot) is a plus.

• Knowledge of SQL, REST API, JSON, XML, or programming languages is an added advantage.