Jungleworks - Specialist - Customer Success

About the job

Job Title: Customer Success Specialist

Location: Mohali, India

Summary:

- We are looking for a Customer Success Specialist to help build customer loyalty and foster long-term customer relationships by ensuring that customers have a positive experience.

Your Roles and Responsibilities:

- Customer Onboarding: Assist new customers in the onboarding process, helping them get started with the software.

- Provide guidance and support during this crucial phase.

- Product Expertise: Develop a deep understanding of our SaaS product(s), staying up-to-date on new features and updates.

- Use this knowledge to guide customers in leveraging the software to its fullest potential.

- Account Management: Own and manage a portfolio of customer accounts.

- Monitor customer health and usage patterns, identifying opportunities for upsell or cross-sell.

- Customer Training: Offer training and resources to customers to ensure they can effectively use the software.

- This may include one-on-one training sessions or the creation of educational materials.

- Customer Support: Address customer inquiries, issues, and requests promptly.

- Collaborate with the support team to resolve technical problems and ensure a positive customer experience.

- Success Planning: Collaborate with customers to develop and implement success plans.

- Set clear goals and milestones to track progress and ensure the customer is achieving their desired outcomes.

- Renewals and Expansion: Proactively engage with customers to secure renewals and identify opportunities for product expansion.

- Advocate for the customer within the company.

- Feedback Collection: Gather customer feedback on their experience with the software.

- Share this feedback with the product development team to help improve the product.

- Data Analysis: Analyze customer data and product usage to identify trends, areas for improvement, and opportunities for increased engagement.

- Customer Advocacy: Encourage satisfied customers to become advocates for the company.

- This might include participation in case studies, testimonials, or referrals.

- Reporting: Provide regular reports and updates to management on customer health, usage, and customer satisfaction.

- Share insights and recommendations for improving the customer success process.

You Should Have:

- Bachelor's degree in a related field (e., business, marketing, computer science).

- Previous experience in customer success, account management, or a similar role in the SaaS industry.

- Excellent communication and interpersonal skills.

- Strong problem-solving abilities and a customer-centric mindset.

- Ability to manage multiple customer relationships simultaneously.

- Proficiency with customer relationship management (CRM) software and data analysis tools.

- A passion for technology and staying up-to-date with industry trends.

Qualification:

- Graduate/Post Graduate in any domain

Compensation:

- No bar for ideal candidates