Customer Success Specialist

Key Purpose of the Role:

BiofuelCircle Customer Success team is responsible for Subscriber Onboarding, User training and Customer Support to ensure higher level of usage and utility for the platform.

Customer Success teams role is pivotal in ensuring subscriber and platform success.

What Key Tasks will be involved?

Proof of Concept (POC) Management:

• Drive and complete the POC process for newly onboarded customers.
• Provide dedicated support and guidance during the POC phase to ensure a seamless onboarding experience.

Customer Onboarding & Training:

• Conduct training sessions for both new and existing customers to ensure effective adoption and usage of the platform.
• Customize training as per customer profiles to maximize engagement and usability

Customer Engagement & Business Reviews:

• Lead Monthly Business Review (MBR) meetings with customers to track progress, identify opportunities, and strengthen relationships.
• Proactively identify customer needs and explore opportunities for cross-selling and up-selling value-added services.

Reactivation of Dormant Accounts:

• Identify and engage with dormant or inactive customers to understand reasons for inactivity.
• Develop and execute tailored reactivation plans to revive business relationships.

Customer Support & Issue Resolution:

• Act as the primary point of contact for all customer queries, requests, and escalations.
• Collaborate with internal teams to ensure timely resolution and consistent customer satisfaction.

Opportunity:

Opportunity exists for a young and enthusiastic individual to grow with BiofuelCircle which is using technology to unlock the bioenergy potential of the country. The opportunity is for an individual to understand key business processes / stakeholders in bioenergy supply chain; and work on solutions to digitalize this unique farm to fuel supply chain.