Customer Success Specialist

We're seeking a tech-savvy and customer-centric individual (coding knowledge not required) to join our team as a Customer Success & Tech Support Admin. You'll be the driving force behind our clients' success, guiding them through their journey with our proprietary Retail Experience Management software.

Our intuitive platform boasts a remarkably low learning curve, making it accessible to users of all backgrounds and skill levels.

Your expertise with Front-end Development and CRM platforms, project management tools (such as HighLevel, Trello, Asana etc.), and other related software will enable you to provide comprehensive support and ensure a seamless, white-glove experience for our valued customers as they harness the power of our technology.

This is part of a Retail Business Collective, in which software products are one of the primary functions.

Key Responsibilities:

Customer Success:

• Onboarding: Lead new client onboarding, leveraging the platform's intuitive interface to provide comprehensive training and support.
• Relationship Management: Cultivate strong relationships with clients, acting as their primary point of contact and advocate.
• Success Planning: Develop personalized success plans for each client, identifying goals and strategies for optimal software utilization, keeping in mind its ease of use.
• Adoption & Engagement: Proactively monitor client usage, identify areas for improvement, and drive software adoption through targeted interventions, emphasizing the platform's user-friendliness.
• Renewal & Advocacy: Ensure high customer satisfaction and retention rates by fostering loyalty and advocacy, highlighting the platform's accessibility.
• Developing Solutions: Gaining market insights and recommending solutions to be developed for specific industries to meet their needs.

Technical Support:

• Front-end Development: Ability to make front-end based web pages from our platform or Wordpress to execute based on UI/UX designs provided.
• Troubleshooting: Diagnose and resolve technical issues promptly and effectively, providing timely solutions to client inquiries.
• Knowledge Base: Contribute to the development and maintenance of a comprehensive knowledge base, documenting solutions and troubleshooting guides that reflect the platform's intuitive design.
• Feature Requests: Collect and analyze client feedback, communicating feature requests to the product development team.
• System Administration: Assist with basic Software and Agency administration tasks, such as user management and configuration, taking advantage of the platform's straightforward interface.

Qualifications:

• Technical Aptitude: Strong understanding of CRM, marketing automation, and sales software concepts. Experience with our specific platform is a plus, but not required due to its low learning curve. Proficiency with project and work management tools (Trello, Asana, GoHighLevel) and related software is essential.
• Customer Focus: Excellent interpersonal and communication skills, with a passion for delivering exceptional customer service.
• Problem-Solving: Proven ability to troubleshoot technical issues and provide clear, concise solutions.
• Communication: Strong written and verbal communication skills, both technical and non-technical with a friendly and supportive approach.
• Organization: Ability to manage multiple tasks simultaneously and prioritize effectively.
• Experience: 1-3 years of experience in customer success, technical support, or a related field.

Preferred Qualifications:

• Bachelor's Degree: In a relevant field such as business, marketing, or computer science.
• Industry Knowledge: Familiarity with retail and/or fashion industry trends and challenges.
• Certification: Relevant certifications in customer success or technical support.

Why Join Us:

• Impact: Play a pivotal role in driving customer success and shaping the future of the Retail Industry
• Growth: Opportunities for professional development and advancement within a growing Agency.
• Culture: Collaborative and supportive team environment that values innovation and customer-centricity.

To Apply:

Please submit your resume and a cover letter highlighting your relevant experience and passion for customer success.

Job Type: Full-time

Pay: ₹300,000.00 - ₹500,000.00 per year

Schedule:

• Monday to Friday
• Weekend availability

Supplemental Pay:

• Performance bonus

Ability to commute/relocate:

• Bangalore, Karnataka: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• total work: 2 years (Required)

Work Location: In person