Location
Pune | India
Job description
As a Customer Success Lead in our organisation, your primary responsibility will be to ensure the success and satisfaction of our customers. You will play a pivotal role in coordinating with customers, understanding their needs, driving the adoption and usage of our platform. you'll use strong analytical skills and data visualisation expertise to analyse customer data, understand their operational needs, and optimise platform value. You'll lead a team to onboard, train, and assist clients, while collaborating with other teams to enhance the platform and streamline processes for efficient customer outcomes.
Key Responsibilities - Customer Coordination: Proactively engage with customers, ensuring clear communication and understanding of their unique business needs throughout their product journey.
- Data Analysis and Insights: Utilise Excel and data analytics skills to analyse customer data, providing valuable insights and recommending operational improvements.
- Product Understanding: Master the platform's features to effectively address customer queries and challenges, leveraging its strengths.
- Innovative Problem-Solving: Employ creative thinking to solve customer challenges and find solutions within platform capabilities.
- Data Visualisation: Create insightful data visualisations using tools to aid informed decision-making for customers.
- Team Leadership: Lead Customer Success Executives, guiding onboarding, training, and issue resolution.
- Client Onboarding and Training: Oversee successful onboarding and training for maximum platform adoption.
- Relationship Management: Cultivate strong customer relationships, acting as their advocate and addressing evolving needs.
- Customer Success Metrics: Establish and track KPIs for customer satisfaction, retention, and platform utilisation.
- Collaboration with Product Team: Work with product and development teams, gathering feedback and driving platform enhancements.
- Expansion Opportunities: Identify chances to enhance SAAS value within existing customer accounts.
- Continuous Improvement: Evaluate and optimise customer success processes for efficiency and positive experiences.
Qualifications - Bachelor's degree in relevant field (e.g., Engineering, Business, Computer Science, Data Science).
- 5-6 years' experience in customer-facing roles, preferably in SaaS customer success or Account Management.
- Strong analytical skills, Excel proficiency, and expertise in data visualisation tools (e.g., Power BI, Google Studio).
- Effective problem-solving with attention to detail for addressing customer challenges.
- Familiarity with SAAS platforms and a genuine interest in technology.
- Leadership abilities for managing and motivating a team of Customer Success Executives.
- Excellent communication and relationship-building skills.
- Customer-centric mindset with a passion for exceptional experiences.
- Task prioritisation, independent work, and effective cross-functional collaboration.
- Understanding of SAAS industry best practices and trends.
- Strong business acumen aligning customer needs with strategic objectives.
What We Offer - Enter a high-energy environment where you'll work alongside like-minded individuals who are dedicated to bringing innovative tech solutions to the Indian landscape. Join us in shaping the future of logistics in India.
- Become an early member of our budding start-up, where your contributions will shape our growth trajectory.
- Enjoy a competitive package that rewards your expertise and fuels your motivation.
- Stocks - Join us in the early stages and reap the financial benefits of our company's growth.
We are committed to providing competitive, valuable, and meaningful benefits for our employees. We work tirelessly to cultivate a diverse, equitable, and inclusive culture where every team member feels a strong sense of belonging.
About Us FreightFox is a technology start-up in the Indian B2B Logistics space focused on Manufacturing Enterprises. We aim to change the future of freight in India by leveraging tech and data to deliver new and exciting possibilities! We are a team of young people who believe that customer satisfaction is the ultimate measure of success, and our entire team is dedicated to delivering a seamless experience to our clients.
Join our dynamic and fast-paced start-up, where you will have the opportunity to make a significant impact and shape the future of our products in the Industrial Logistics space. Apply now and let's create something amazing together!
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