Customer Support Specialist

Responsibilities:
Customer Facing: Provide the best user experience for our customers and be their primary point of contact.Primarily responsible for initiating, managing, and maintaining strong relationships and building client engagement with all stakeholders at the client end in a structured manner.Document customer requirements, and understand the nuances of their work processes, the pain points, and resulting needs.Seamlessly onboard and set up new customers to accustom to the Zyla product - operations, reporting, escalations/raising tickets etc.Hold Zyla product demonstrations for prospective corporate partners.Aid in product design and product development.Run regular check-in meetings through weekly, monthly, and quarterly business reviews to proactively address customer needs, and concerns, and provide quick and effective solutions.Look into customer engagement and ensure improvement on key success metrics and factors such as increasing product adoption, increasing Net Promoter Score (NPS), reducing churn and thereby increasing renewals.Interpret customer insights with the Sales team to drive changes in the product and act as the voice of the customer for the Product team.

Offer:
Opportunity to directly work on a very innovative product that has a big societal impact.Opportunity to work with a cross-functional team consisting of leading medical brains, tech geeks, and operation gurus.An open setup where you can innovate every day.A home-like office with home-like perks :)

Skills : - Blended process,Chat process,Voice process,Excel,Net Promoter Score,NPS,Customer Support,Client Relationship Management,Client Onboarding,Customer Engagement,Customer Retention,Customer Success,Client handling,Excellent verbal and written communication skills,client onboarding experience

Location - Mumbai, Delhi / NCR, Bengaluru , Kolkata, Chennai, Hyderabad, Ahmedabad, Pune, Remote