Customer Service Specialist

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