Customer Success Specialist

Job Description

ProMobi Technologies Pvt. Ltd. Customer Success Specialist Promobi is looking for a Customer Success Specialist for our B2B SAAS product Scalefusion, you will be a pivotal part of our company's commitment to delivering exceptional customer experiences. You will engage with clients, understand their needs, and proactively ensure their success in utilizing our products/services. Your role will involve building relationships, providing support, and serving as a liaison between our clients and internal teams. Experience: 3-6 years Location: Viman Nagar, Pune (US Shift 6 pm to 3 am in 5 days WFO mode)cation: Viman Nagar, Pune. Male candidates only. What you will do: Customer Relationship Management: Develop and maintain strong relationships with customers, serving as their main point of contact for inquiries, support, and guidance. Revenue Generation : Collaborate closely with clients to understand their business goals and identify opportunities for upselling and cross-selling to generate revenue. Onboarding and Training : Guide new clients through the onboarding process, ensuring a smooth transition and providing training on our products/services to facilitate their success. Support and Issue Resolution : Address customer queries, troubleshoot issues, and provide timely solutions or escalate to appropriate teams for resolution. Usage Monitoring and Analysis: Track and analyze customers product usage patterns to identify potential challenges or opportunities for optimization, and provide recommendations accordingly. Proactive Communication : Engage with clients regularly to share updates, best practices, and new features that could benefit their operations. Customer Advocacy : Act as a customer advocate within the company, communicating customer needs, feedback, and enhancement requests to relevant departments. Retention : Develop strategies to increase customer retention rates. What we want you to have: -Bachelor’s degree in Business, Marketing, or a related field (or equivalent experience). -Minimum 2-3 years of experience in a customer-facing role, preferably in customer success, account management. Open to work in the target driven role. -Enthusiastic to work in US shift in work from office mode. -Excellent communication skills, both verbal and written, with the ability to convey technical concepts to non-technical users. -Strong problem-solving abilities and a proactive approach to customer issues. -Familiarity with CRM software (e.g., Hubspot, Jira) or similar tools. -Empathy and a customer-centric mindset, focusing on delivering value and ensuring customer satisfaction. Good to have: -Experience in the software as a service (SaaS) industry. -Knowledge of customer success principles and methodologies. -Proficiency in multiple languages for engaging with a diverse customer base.