Customer Success Specialist

Role Overview: As a Customer Success Specialist (CSS) at our company in Pune, India, you will play a crucial role in supporting the post-sales customer lifecycle. Your main responsibilities will include ensuring customer adoption, providing ongoing support, optimizing programs, and driving expansion. It is essential for you to have a solid understanding of our customers" business objectives and effectively communicate how our solution aligns with their strategic goals. Key Responsibilities: - Facilitate a seamless customer onboarding process in collaboration with the sales team to ensure a smooth transition and introduction for the customers. - Collaborate with customers to design their customer experience programs based on product capabilities while aligning with their business objectives to drive long-term satisfaction and growth. - Provide support for account escalations, responding to alerts, red flags, or any customer issues in a timely manner. - Proactively identify and prioritize resources for customer renewals based on risk, growth potential, strategic value, and renewal timeframe. - Monitor adoption rates of assigned accounts, providing insights to customers and collaborating with sales and marketing teams. - Work with the marketing team to develop customer testimonials and referrals. - Identify and address potential issues within customer accounts promptly and effectively. - Conduct periodic health checks with key accounts through continuous monitoring to prevent last-minute surprises. - Contribute to the company's goals, growth, and profitability targets by actively participating in company initiatives. Qualifications Required: - Ability to understand customer requirements and guide them in identifying financial measures of success. - Data-driven mindset with a focus on consistent engagement processes. - Experience working in a fast-paced, entrepreneurial environment with a results-oriented mindset. - Strong interpersonal, communication, and presentation skills. - Creative problem-solving abilities and effective troubleshooting skills. - Strong organizational and analytical skills with the ability to work well under pressure. - Team player with the capability to work independently and proactively. - Basic understanding of technical concepts. - Willingness to work in US/UK shifts based on business requirements.,