Hindustan Times - Assistant Manager - Customer Success

Assistant Manager - Customer Success

We are looking for a motivated and customer-focused individual to join our team as a Customer Success Associate. In this role, you will play a key part in ensuring our customers achieve their desired outcomes with our SaaS platform. You will be responsible for onboarding new customers, providing training and support, and building strong relationships to maximize customer satisfaction and retention.

Key Responsibilities:

- Onboard new customers, ensuring a smooth transition and successful implementation of our SaaS platform.

- Provide training sessions, webinars, and documentation to educate customers on product features and best practices.

- Act as a primary point of contact for customer inquiries, issues, and escalations; collaborate with internal teams to resolve issues promptly.

- Proactively monitor customer usage and adoption metrics; identify trends that may indicate customer satisfaction or churn risks.

- Conduct regular check-ins with customers to review their goals, address concerns, and explore opportunities for expanded usage.

- Assist in the renewal process by engaging with customers to demonstrate value and secure renewals.

- Collect and analyze customer feedback to inform product development and enhancement efforts.

- Maintain accurate records of customer interactions and activities in CRM systems.

Skills and Qualifications:

- Bachelor's/Master's degree in Business Administration, Marketing, Communications, Computer Science, or a related field (preferred).

- 1-2 years of experience in a customer-facing role such as Customer Success, Account Management, or Support, preferably in the SaaS industry.

- Excellent communication skills, both verbal and written, with the ability to convey technical concepts to non-technical users.

- Strong problem-solving abilities and a proactive, solution-oriented mindset.

- Ability to manage multiple priorities and thrive in a fast-paced, dynamic environment.

- Familiarity with CRM software (e.g., Salesforce, HubSpot) and proficiency in Microsoft Office Suite.

Preferred Qualifications:

- Experience with customer success metrics (e.g., Net Promoter Score, Customer Satisfaction Score).

- Familiarity with software implementation and project management concepts.

- Passion for technology and eagerness to learn about our SaaS platform and industry trends.