Customer Success Specialist - US Market

Role Overview: As a Customer Success Executive, you will play a crucial role in ensuring customer satisfaction and retention within the company. Your responsibilities will include actively engaging with customers, guiding them on product usage, and developing long-term relationships to drive customer success and loyalty. You will be the primary point of contact for customers, addressing inquiries, resolving issues, and advocating for customers within the organization. Key Responsibilities: - Collaborate with the sales team to understand clients" needs and pain points before initiating the onboarding process. - Guide customers through the onboarding process, ensuring a seamless transition onto the product. - Conduct initial training sessions to familiarize customers with key features and functionalities, and provide ongoing training resources. - Collaborate with the Customer Support team to address technical hurdles during onboarding and resolve customer inquiries, concerns, and issues promptly. - Develop strong, trusted relationships with customers, proactively reaching out to offer support, updates, and relevant resources. - Monitor customer usage patterns to identify opportunities for increased product adoption, offering personalized recommendations and strategies. - Utilize a consultative sales approach to up-sell products and assist in the renewal process by demonstrating the value proposition of continued partnership. - Efficiently manage the customer database using the CRM system and deliver reports to management. Qualifications Required: - Minimum 2 years of prior experience in a similar role. - Ability to communicate, present, and influence key stakeholders at all levels of an organization, including executives and C-level. - Strong multitasking skills with sharp attention to detail. - Excellent knowledge of CRM usage and the ability to shortlist customers based on their drop out and low product usage. - Bachelor's degree in Business Administration or a relevant field. Additional Details: The shift timings for this role are from 7 PM to 4 AM (US Time Zone). The location for this position is in Chennai, South India.,