Customer Success Specialist

Job Description

Are you a customer-obsessed, flexible, smart and analytical, strategic yet execution-focused, hungry and passionate about SaaS, experienced, and entrepreneurial leader with a strong work ethic? Interested in working in a high-impact role?

If yes, this opportunity will appeal to you.

What will you be doing?

• Provide technical support and ad-hoc training to customers who use the company’s product, replying to inbound queries.
• Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.
• Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.
• Handle and resolve customer requests and complaints.
• Report to the Customer Success Managers on revenue-impacted results (weekly/monthly/quarterly)
   

Note: Major volumes of user queries that we get are through Chat and email. We also have to jump on calls with clients over web conferencing. Our major users are from American and European time zones, hence the shift timing will correspond to the same.

What key performance indicators will you own?

• Manual upgrades/upselling.
• Customer happiness score
• Churn rate
• Retention rate.

You should have...

• Excellent communication & writing skills
• Great problem-solving abilities
• Self-driven and proactive nature
• Patience when handling tough cases
• High computer literacy and ability to learn new software
• Knowledge of customer success processes
• Agile approach and being coachable at all times
• Passion for talking to customers all day, every day
• The ability to explain complex topics in easy-to-understand and concise language [English]
• Ambition, eagerness, and the will to learn and improve upon your own skills

Tip: Not sure how to showcase these skills in your resume? Get professional resume help →

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