WBW - Customer Success Specialist - PAN INDIA

Akraya Solutions

The Customer Success Specialist (CSM) will proactively engage with customers to provide strategic and tactical guidance

Responsibilities

Engage proactively with customers using the engagement model (based on the customer segment) laid out

Understand and document customers business flow (for large customers) and deep understanding of use-cases

Have deep product knowledge of all product lines. Ability to showcase product demo + work out solutions for business use cases using best product-fit

Aligning with key customer stakeholders to establish a stronger customer relationship management program (stakeholder mapping)

Evaluate how customers manage the products

Promoting and creating awareness on fresh products (products/features in the pipeline)

Work with internal cross-functional teams (product, sales, pre-sales, marketing, product marketing, support, etc.) to ensure customers issues/solutions are addressed

Work with Program Manager (Customer Success) to derive data-driven insights/intelligence to run focused and result-oriented customer engagement programs. Understanding of SaaS metrics and

Own two key metrics (Increase Product-Adoption & Customer Retention)

Use customer management tool (Natero) (Training will be provided to get familiar)

Implement and support compliance to information security processes

Requirements

4-7 years of relevant work experience in a customer-facing role out of which majority in a Customer success/business consulting portfolio

Proven track record of establishing themselves as a strategic trusted advisor to clients

Must be able to take complex client and vendor concepts and articulate them to an audience of varying perception levels

Very Strong written and verbal presentation/communication skills (ESSENTIAL)

Self-starter who can own ongoing customer success of both large and small clients

Ability to report and share clients status on a timely/pre-defined interval

Bachelor's Degree in Computer Science + Business Education

Experience : 4 - 7 Years

No. of Openings : 2

Education : Any Bachelor Degree

Role : BPO Executive

Industry Type : Call Centre / BPO / KPO / ITES / LPO

Gender : Female

Job Country : India