Sr. Customer Success Executive

Job Description

Job Title : Customer Success Executive Experience: 2-4 years Location: Surat (On- site) Responsibilities: Onboarding: Ensure smooth onboarding of new customers/clients also Ensure timely delivery of customized features committed to specific clients Ticket Management : Oversee the handling and resolving of customer inquiries and issues through various channels (email, Tawk.to chat, phone, and support tools). Escalation Handling : Manage and resolve escalated customer issues, ensuring high satisfaction. Customer Feedback : Gather and analyze customer feedback to identify areas for improvement. Customer Satisfaction : Implement strategies to improve customer satisfaction and loyalty. Customer Advocacy : Act as a voice for the customer within the company, ensuring their needs and concerns are addressed. Knowledge Base Management : Maintain and update a comprehensive knowledge base for both customers and support agents. Metrics and KPIs : Track and report on key performance indicators (KPIs) such as ticket volume, response time, resolution time, and customer satisfaction scores. Insights and Recommendations : Provide insights and recommendations based on support data to inform business decisions. Cross-Department Coordination : Work closely with product, development, sales, and marketing teams to ensure a seamless customer experience. Feedback Loop : Ensure customer feedback is communicated to relevant teams for product improvement and feature requests. Monthly Feedback Meetings: Schedule a monthly meeting with the clients to understand their issues/needs to manage a smooth and longer relationship with the client. Sales mindset : Proactively identify and recommend additional products or services that meet customer needs, while maintaining a customer-centric approach to build trust and enhance overall satisfaction. Qualifications: Bachelor's degree in Business Administration, Information Technology, or a related field. 3+ years of experience in customer support or customer success roles, with at least 1 year in a managerial position. Experience with SaaS products and an understanding of the SaaS business model and metrics. Proficiency with customer support software and CRM tools Excellent communication and interpersonal skills to effectively interact with customers, stakeholders, and team members. Ability to analyze customer data and feedback to identify trends and areas for improvement. Strong problem-solving skills and the ability to handle high-pressure situations with a calm and methodical approach. Passion for delivering exceptional customer experiences and a deep understanding of customer needs and pain points. Willingness to work flexible hours to accommodate different time zones. Knowledge of sales techniques and the ability to identify and act on upsell and cross-sell opportunities within customer interactions. Show more Show less