Customer Service Specialist
Wolters Kluwer - Medknow Publications
Location
Mumbai | India
Job description
The ideal candidate is passionate about ensuring customer satisfaction, building strong relationships, and driving business growth. As a Customer Success Specialist, you will be responsible to take on post-sales activities by understanding our customers needs, providing excellent support, and actively contributing to the overall success of our customers thereby leading to the company s growth.
Key Roles and Responsibilities:
1. Customer Onboarding:
- Liaise with Sales and account managers to obtain the list of new signed up customers
- Guide new customers through the onboarding process, ensuring a smooth and positive experience.
- Collaborate with cross-functional teams (sales, product, engineering, analytics) to facilitate product demonstrations and training sessions
2. Account Management and Relationship
- Develop a deep understanding of every customers business goals and challenges.
- Proactively engage with customers to identify potential issues and provide solutions to enhance their experience.
3. Customer Support:
- Serve as the primary point of contact for customer inquiries, concerns, and escalations.
- Raise support tickets (as appropriate) and provide timely and effective resolutions to customer issues, collaborating with internal support teams as needed.
- Keep the customer abreast and handle objections as required
4. Product Knowledge:
- Stay informed and abreast about product updates, features, and best practices
- Educate customers on how to maximize the value of our products and service.
- Stay in touch with product teams to understand the upcoming features and create a timely buzz with customers
5. **Feedback Collection and Interpretation
- Gather feedback from customers regarding their experiences and product/service satisfaction.
- Communicate customer feedback to internal teams for continuous improvement.
- Look at elevating the overall NPS score for the business and take corrective actions based on the feedback and remarks
- Visit customers to have regular connects (in-person) to get the customer pulse and understand if there are any challenges
6. Renewals and Upselling:
- Monitor customer accounts for renewal opportunities and work towards securing renewals.
- Identify upsell opportunities by understanding customer needs and proposing relevant products/services
- Collaborate with Sales
7. **Metrics and Reporting:**
- Track and analyze customer success metrics, providing regular reports to management.
- Utilize data-driven insights to optimize customer engagement and satisfaction.
- Ability to gather data insights from Google Analytics/ Adobe Analytics and come up with
- Maintain and track Customer health on an ongoing basis
**Qualifications:**
- Bachelors degree in Business, Marketing, or a related field with 5+ years of relevant experience
- Proven experience in a customer-facing role, preferably in customer success or account management.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and a customer-centric mindset.
**Preferred Skills:**
- Familiarity with SaaS product/ platform and other customer support (ServiceNow) and analytic tools (Google Analytics/ PowerBI)
- Familiarity with survey/ feedback collection and interpretation of survey parameters such as NPS, Likert and so on
Job tags
Salary