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Customer Success Specialist - B2B SaaS

Customer Success Specialist - B2B SaaS

Poppulo

5 - 10 years

7 - 12 Lacs

bengaluru

Posted:1 week ago| Platform:

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Skills Required

relationship management usage time management project management manager technology customer service customer experience monitoring team building salesforce

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are seeking an enthusiastic, customer success focused professional to work with the Customer Success Team. In this role you will oversee all aspects of projects and support for assigned accounts. This role will be interacting directly with customers, Poppulo executives and leaders of other departments. This role has a significant impact on the customer experience with Poppulo and can affect retention. It will require project management expertise, time management skills and attention to detail, teamwork and desire to deliver excellent customer service.

Core Responsibilities

You will be supporting multiple client account portfolios. As such, this position will work closely with a small team and needs to occasionally step into other team roles, which may include tasks related to the functionality and appearance of visual communication solutions, delivering customer training and implementing visual communication networks.

Develop relationships across the portfolio of accounts to drive value for all customer on their journey
Continually seek out opportunities to increase customer satisfaction and deepen client relationships.
Perform proactive issue and risk monitoring for trends and resolution
Address majority of client issues and resolve problems to client s satisfaction
Adopt and use digital technologies to the impact
Serve as the first line of escalation for support issues
Assist in defining client standards and process for new projects and product deliveries
Drive clients toward contract renewals through effective relationship management
Identify opportunities for improvement, make constructive suggestions for change, and positively contribute to client operations.
Working closely with the Customer Success Managers (CSM) and/or other members of the Customer Success team to determine and implement needs as required by evolving process strategy and client scope
Provide weekly detailed status reports where applicable
Identify sales opportunities for account growth and retention
Contribute to team building and knowledge sharing opportunities

What we re looking for:

Strong written and verbal communication skills
Strong analysis and problem-solving skills
Ability to learn custom software packages and products quickly
Demonstrated ability to communicate effectively using both oral and written skills both

Our ideal candidate will also:

5+ years experience in Project Management, SW Delivery, Customer Experience/Resource Mgt.
Bachelor s degree in related field or equivalent experience
Experience with Salesforce - creating reports, dashboards, metrics.
Excellent time management and multi-tasking skills
Great attention to detail and excellent decision-making and problem-solving skills
Ability to work independently and as part of a team
Ability to manage and prioritize multiple competing priorities

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Customer Success Specialist - B2B SaaS