Description:
in the US, Australia and Canada. We reach out to them regularly via emails, calls, support guides, blogs, newsletters and support forums. You will be expected to work US hours in a rotation. You can work late hours from home. Our primary goal is to maximize the value we provide and back it up with stellar customer experience. Our belief is that a value driven strategy is required for long term growth rather than being solely revenue driven.
You are going to play a central role in this exciting and evolving space by being:
- Quick to understand customer requirements, identify our product's value for them and then ensure optimal usage of our product
- Fanatical about customer success and delivering long-term value to the customer
- Excited about driving and tracking a consistent engagement process with all customers
- Excellent verbal and written communication skills
- Passionate about technology and using it as a game changer for businesses
Key Activities
Your typical day will be spent in these activities:
- Onboarding: New customer onboarding is the most important task of a customer success associate. It involves working closely with corporate customers to identify their key needs and mapping them to our product.
- Account Escalations: support or respond to alerts, red flags, poor health and queries from the customer.
- Renewals: Customer renewals are a key measure of success in SaaS. Hence follow up on current month renewals to avoid any last minute surprises.
- Upsell Campaigns: Upsell, expansion and upgrades are the three core ways in which Customer Success can drive their portfolio growth.
- Periodic health checks: SaaS companies cannot leave even the healthiest, happiest or oldest customers to chance. Determining health of assigned accounts periodically is an important activity.
- Advocacy: Relationship management with clients needs to be worked on and consists of multiple tasks including driving feature requests for the customer, getting client to provide a , case study, or the good old referral.
- Research: Understanding the verticals that use our software(s) and becoming an expert in that area. This involves both understanding industry best practices as well as the competition.
- Sales: Connect with prospective clients (individually and/ or in conjunction with Sales team) to provide product demonstrations, assist with product evaluation and workflow mapping.