Evolutionary Algorithms

Purpose of the Role In this important role it is a CSM's job to ensure that our clients remain satisfied and their problems are solved within the stipulated TAT. Ensure that our clients are retained and they become long term customers. Finding out potential areas of product improvement/enhancement. Roles and Responsibilities Client Onboarding Directly onboarding and managing our clients by being the single Point of Contact. Assigning clients their credentials and passing the clientele information to internal teams. Confirming that the clients have received the packages/licenses as per the sales deal. Training and Development Train our clients to ensure that they can utilize our platform efficiently and without any hassle. Relationship Building Build and maintain a positive relationship with our clients. Evaluate risk management for each client and proactively avoid client dissatisfaction. Conducting periodic meetings with customers to do a health assessment. Problem Solving Resolve issues of customers starting with a root cause analysis all the way to executing the solution and monitoring progress. Providing doubt clearing sessions to our clients whenever needed. Documentation Maintaining all necessary information in the CRM tool and ensuring authenticity of data. Keeping M.O.M's after client calls. Reporting Create periodic reports for internal use in the organization. Provide data to concerned stakeholders whenever necessary. Coordination Closely communicate and collaborate with the appropriate cross-functional teams such as Billing, Product Management, Engineering etc., and coordinate touchpoints as required. Retention Work on retaining clients by ensuring maximum renewals. Evaluate risk management for each client and proactively avoid client dissatisfaction. Finding out ways to reduce churn rate. Desired Candidate Profile Have at least 2-5 years of experience in customer service/account management/customer success in a product based tech company. Candidates who have worked in B2B IT Sales will be preferred. Must be able to speak and communicate in Gujarati. Must be residing in Gujarat. Strong problem-solving and analytical skills, with the ability to think strategically. Ability to explain complex technical concepts in business-friendly terms to customers. Must be able to communicate efficiently with stakeholders. Bachelor's degree in technical or a related field. A masters degree or MBA would be a plus.