About the company we are hiring for
Here, we are passionate about helping vacation rental owners and managers
grow their business. Backed by Bessemer Venture Partners, we have grown to the global
leader of short term rental revenue management systems that drive revenue growth. We
attribute our success to our belief that the people are the most important part of a
business, and our commitment to being a fantastic place to work.
It's with that in mind that it is looking to add a Customer Success Associate (Spanish
Speaking) to our growing team. We’ve recently built out a new pooled service offering for
our SMB segment and you will be a key asset in developing and executing the strategy. This
is an exciting opportunity for someone with a solid grasp of customer success processes
who’s looking to take their expertise and leverage it in a hybrid model of pooled service and
dedicated service! You’ll serve as the go-to resource for other team members. Retaining
customers ensures it can maintain its foothold as the market leader in the industry
and execute on our aggressive growth plans.
Before reading further...
It is passionate about diversity and cultivating our team’s potential. If you’re hungry
for a good opportunity, but don't meet every point in this job description, please apply
anyway!
As our Customer Success Associate, you'll be responsible for:
● Securing annual subscription renewals and upsell opportunities
● Driving customer adoption, retention, and satisfaction for assigned book of
accounts
● Monitoring and reporting on the health and risk of assigned accounts ●
Managing approximately 150-200 accounts at a time
● Analyzing customer performance data and making recommendations to ensure
revenue growth
● Providing thoughtful, empathetic, and personalized email communication postimplementation
● Supporting our internal Customer Success team by fulfilling partner requests in a timely
manner
● Assisting partners in solving technical and strategy related issues ● Providing best
practices and proactive outreach to partners to ensure they are on their journey to
success
● Maintaining a deep understanding of suite of products ● Working with crossfunctional teams to drive better collaboration and customer experience
● Being the voice of the customer back to our Product organization, communicate
trending customer feedback and ideas
So what kind of person are we looking for in this role? The person who will be
successful in this role will be:
● Curious: By nature, you have a knack for learning the ins-and-outs of software
●Going: You love going above and for teammates and customers
●Detail Oriented: You have a unique ability to proactively identify and address all
customer concerns and colleague needs with thoroughness and precision.
●Empathetic: You provide thoughtful communication which is the foundation of
strong relationships.
●Outgoing: You are enthusiastic and confident in your ability to quickly connect
with new people
Now that we've told you what the job looks like, here are the qualifications we're
looking for in a candidate:
● Willing and able to work in the CEST Time Zone
● 1-2 years of relevant customer success/support experience in a SaaS environment ●
Strong communication skills - you have experience explaining technical concepts to
customers in a professional and thoughtful manner
● Experience being customer centric - you have the ability to understand customer
pain points and genuine desire to help our customers resolve issues ● Experience
working with software or the ability to learn a wide variety of tools ● Fluent in
Spanish
Subodh Popalwar
Software Engineer, Memorres
About Beyond Pricing
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Looking for candidates with Excellent communication skills from good BPO firms and product start ups. In the initial phase, the candidate will play matchmaker to identify and connect individuals seeking romantic relationships. Responsibilities include conducting interviews, matching client profiles, arranging meetings and providing feedback. As we automate the process, responsibilities will evolve to codifying tribal knowledge gained and human judgment that our AI algorithm can use, suggesting product & service improvement based on user interactions, and protecting the brand keeping the Club clean/free from bad actors.
Requirements:
- Outstanding communication, Empathy and interpersonal skills to connect with diverse clients and cater to their preferences and needs.
- Exceptional organizational and time-management skills to manage multiple clients simultaneously.
- A high bar on excellence.
- Working knowledge of Excel.
- High degree of integrity. Ability to maintain confidentiality and professionalism in all client interactions.
- Bachelor's degree in psychology, sociology, or a related field is preferred, but not required.
- Relevant work experience in client management/customer care of 1-2 years is valued.
Opportunity
As a customer success manager your goal will be to provide outstanding customer service to our clients by developing effective customer service procedures, implementing customer loyalty programs, and Improve customer experience and customer satisfaction (Customer Love metrics)
Responsibilities
- Be the single point of contact for all your customers from the time they sign the contract.
- Establish a trusted relationship with them and help them succeed with QDC through product adoption and delivering value promised.
- Understand the customer’s goals, org structure, key challenges, and define their success.
- Work with sales and on-boarding team to plan and execute a seamless customer on-boarding process, ensuring a smooth ‘go live’.
- Identify customer insights and pain points and help shape the product roadmap by providing active feedback to the product team.
- Proactively identifying and prioritizing resources and effort according to perceived risk, potential growth, strategic value and renewal timeframe, making sure subscriptions are renewed timely.
- Monitor at-risk customer behavior and carry out activities to retain them.
- Own churn and expansion for all your accounts.
- Identify opportunities for portfolio growth and contact customers for upsells.
- Work towards turning customers into advocates of QDC.
- Collaborate with the Marketing team to build customer case studies, testimonials, and referrals.
What you can expect in the next 12 months
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What an ideal candidate looks like
- At least 2+ years of work experience in a customer-facing role such as Customer Success, Account Management and Sales, etc.
- Ability to understand a software product and its nuances very well.
- Excellent written and verbal business communication skills.
- Strong problem-solving skills, technical and analytical aptitude with the ability to quickly learn and adopt technical products.
- Ready to work during US hours - in future
What are we looking for?
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About Quick Dry Cleaning
We are on a mission to make Dry Cleaners and Laundry business winning in the digital era.
We believe in
- Helping traditional laundries to come at par with digital businesses: Traditional We help laundry businesses adapt modern technology and deliver the customer experience that today’s digital businesses like Swiggy, OLA and Flipkart are delivering. We feel successful when we hear stories like https://www.youtube.com/watch?v=EbB828K28zs&;feature=emb_title">these.
- Building a large profitable business: We envision building a capital-efficient, large profitable business to achieve our mission of making laundry business win. This means less dependence on investors & more ownership with the team. We are one of the few profitable Indian SaaS startups buildinghttps://valuesaas.co/"> value SaaS
- Employee Wellness <> Customer Success: We give as much importance to each team member’s personal & professional success as much as we care about our customer's success. We believe it’s all about balance.
Our impact so far
- 3 Billion garments processed through QDC Dry Cleaning Cloud
- 47 countries
- 1000+ Paid subscribers
- 5000+ Users
- All this could be achieved with a nimble team of 20 from our single office in Noida
Why join QDC?
- Freedom & Responsibility: If you are a person who wants to take up challenging work & push your boundaries with no one monitoring you, then this is the right place for you. There are no hierarchies. No managers to please.
- Holistic Growth: Building a career doesn’t have to be at the cost of missing out on your personal front. We believe that professional success is worth when the personal goals are nurtured with equal importance. We will support you all in on that journey of yours.
- Transparency: If you ever wanted to know what it’s like to be on an entrepreneurial journey, then working with QDC gives you that opportunity to experience it all first hand.
Great Environment: We spend more time of our day at work than at home while awake, so it is important that we feel comfortable at our workplace. Our office space is fun and the team is funnier. We never miss out on any opportunity to have fun. We don’t experience monday blues rather we have Monday excitement.
About Voiceoc
Voiceoc is a Delhi based Startup that is established with an aim to help healthcare companies globally offer unprecedented & personalized experience to their patients by bringing their services on WhatsApp using our very own Hybrid Intelligent System (HIS), which is a contextual combination of artificial & human intelligence.
Today, Voiceoc is trusted by leading healthcare companies of India & GCC including Max Healthcare, SRL, Aster Healthcare etc. and prominent investors of India & USA.
Responsibilities Include (but not limited to):
We are looking for a candidate who has 2-3 years of experience working in a B2B SAAS company as a ‘Client Success Associate’. The responsibilities include:
- Act as a Techno-Functional Consultant and maximize adoption of Voiceoc
- Assist & train Clients to use the system to its full extent and help them to resolve their support queries
- Increase overall retention and do in-depth analysis to create up-sell/cross-sell opportunities
- Gathering Client feedback and sharing it internally to improve the product and/or establish better Support practices
- Analyzing Client data and helping them discover aspects of the product that are most beneficial to them
- Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
- Carrying out periodic health checks to avoid churn
- Keeping Clients updated on new features, and new products they might find useful
- Encouraging Client advocacy through feedback, external reviews, case studies, testimonials, and referrals
- Upselling and cross-selling through review of Clients’ progress
What you will do:
- Processing customer request in a timely and comprehensive manner to ensure customer satisfaction with Inbound and Outbound calls/emails/chat
- Highlighting issues through feedback and recommending changes in workflows, procedures and service levels to meet customer needs and ensuring quality service always
- Growing and nurturing customer relationships on every interaction that results in measurable Customer value
- Documenting necessary account information and offering custom solutions that benefit the customer
- Delivering extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality
- Balancing customer interests with the interests of company
- Resolving all customer queries and following established problem ticket recording procedures as appropriate
- Gathering relevant information from customers as required and updating it accurately to facilitate the decision process
What you need to have:
- Any graduate with demonstrable experience of 2-4 years
- Needs proactiveness and anticipation to understand customers problems
- Adaptability to customer's need and requirement
- Should be a problem solver
- Should be a go-getter, with high drive and ownership
- Should have good communication and listening skills
- Should have sound English language skills (written and verbal) with good typing speed
GaragePlug, a SaaS Startup based out of Banglore, is an After-Sales Automotive Workshop Management Platform founded in 2017 by Automobile Industry experts. GaragePlug is presently trusted by hundreds of brands across 25+ countries and continues to expand across the world! We are now ready to take a long jump in 2022. To make this happen, We're looking for dynamic Customer Success/Support people to assist in various stages of the customer life cycle such as Onboarding, User Training, Support, Adoption, etc.
What Makes You The Right Fit :
- Engineering Degree
- 0-2 years experience in customer support or success roles.
- Must be able to work in the US time zone (US and Latin America markets)
- Ability to communicate with customers by email, chat, and phone.
- Excellent interpersonal, verbal, and written communication skills with the ability to take initiative and build strong relationships
- Customer-focused attitude.
- Willingness to work in a Startup.
Your Primary Responsibilities :
- You will be the first point of contact for customers via email & chat primarily, over the phone if it is required.
- Onboard new customers and help them digitalise their workflows in our software.
- Conducting training sessions for Users to ensure the right understanding of the Product
- Keeping a track of the Product adoption.
- Maintain a profitable relationship with the clients.
- Play a key role in sharing the voice of users with the rest of the team.
- Work with the product team to resolve issues, bugs, and feature requests reported by customers and to ensure that they are delivered and conveyed to customers.
- Work closely with the Quality Assurance team.
- Identify and report bugs & customer requests using JIRA.
- Owner of the Self-Help knowledgebase of GaragePlug.
Performance Parameters :
- Renewals
- Upsell, Revenue generation
- Prevention of Churn
- Maintain NPS Score
- Support Response Time
Perks for you :
- Work in fast globally growing Start-Up
- Work with industry experts
- Opportunity for international travel
Location : Bangalore.
Apply through this link
https://garageplug.freshteam.com/jobs/SENl2SzgSAVQ/customer-success-support-us-latin-america" target="_blank">https://garageplug.freshteam.com/jobs/SENl2SzgSAVQ/customer-success-support-us-latin-america
About the Organization
Real Estate Syndicators leverage SyndicationPro to manage billions in real estate assets and thousands of investors. Growing at 17% MoM, SyndicationPro is #1 Platform To Automate Real Estate Fund Raising, Investor Relations, & Close More Deals!
What makes SyndicationPro unique is that it is cash flow positive while maintaining a healthy growth rate and is backed by seasoned investors and real estate magnates. We are also a FirstPrinciples.io Venture Studio Company, giving us the product engineering, growth, and operational backbone in India to scale our team.
Our story has been covered by Bloomberg Business, Yahoo Finance, and several other renowned news outlets.
Why this Role
We are scaling our Customer Support & Success organization and you will have the opportunity to see how the systems and processes are built for an SaaS company that is rapidly scaling. Our Customer Support & Success Team is led by expierened SaaS Operators who can provide you the guidance and mentorship to growth quickly. You will also have the oppurtunity for faster than normal promotion cycles.
Roles and Responsibilities
- Engage with our clients primarily through email, phone, or our ticketing system
- Understand client needs and tackle problems
- Think creatively about technical issues and find ways to change showstoppers into positive ways forward
- Work closely with internal teams and external partners to deep dive on a customer request or Issue to provider resolution within SLA.
- Manage workflow using our systems to ensure nothing falls to the bottom of the to-do list
- Keep current on product releases and updates
- Share the knowledge among your fellow trouble-shooters and create knowledge articles when necessary
- Support Customers working with Migration teams on Data Migrations to our Platform.
- Work on migrating sensitive customer data from a third-party investment platform or Excel to SyndicationPro with minimal supervision.
- Understand the client’s needs and set up the SyndicationPro platform to meet customer expectations.
- A passion for solving problems.
- A way with words that makes technical topics easy to understand
- A keen eye for getting to the root cause of an issue
- A love of helping people
- An ability to manage multiple needs and keep them all on track
- A strong ethos towards helping the team win
- Prior experience in SaaS environments
- Experience with MS Office and data programs
- Attention to detail
- Confidentiality
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Experience in writing professional Emails
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Experience in handling a high volume of customer queries
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Must have 1-2 years of prior experience in SAAS environments.
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Must be comfortable working during night shifts.
What you will do:
- Defining the brand voice of the company (i.e., the uniformity in selection of words, the attitude and values of the brand while addressing the target audience over different media) in line with the company vision and in collaboration with the management, marketing & branding teams
- Relaying meaningful and empirical customer insights across teams to constantly enhance the company’s customer experience
- Driving a passionate, customer-centric culture within the company; partnering cross- functionally and influencing the company’s product roadmap to positively impact customer experience
- Training and supporting customer experience team members to deliver best in class service by developing proper standards, policies and procedures
- Setting the customer experience team goals and ensuring that it is in line with Company vision
- Establishing a consistent, accurate and timely reporting framework on key individual and team metrics
- Conceptualizing and rolling out the company’s customer experience roadmap on a quarterly, bi-annual and annual horizon
- Ensuring non- recurrence of customer issues by root cause analysis and elimination of key problems/ issues in the customer life cycle
- Developing a holistic customer journey and shaping all customer touchpoints: exhibitions, digital and print communication, social media interactions, in order to drive maximize customer satisfaction across all stages of engagement
- Taking full ownership of key performance indicators relevant to particular stages of customer engagement
- Discussing and handling complex escalations by coordinating with the company’s legal counsel
- Identifying the CRM needs of the company and keep making necessary additions to the company’s prowess in terms of software and hardware
- Working with HR and Management in hiring new members for the team from time to time
- Regular competitive landscape analysis and staying ahead of the curve
- Regularly assessing, appraising and training team members and helpng in building organisational capability
What you must have:
- Education from Tier 1 B-Schools with 6 to 8 years’ experience
- Proven Experience in augmenting customer experience and ratings at a company
- Ability to work independently
- Prior experience or deep understanding of omni-channel business strategies
- Strong Understanding or keen interest in technology/ automation
- Strong interpersonal skills
- Proven experience in managing teams
- Excellent written and spoken communication skills
- Hands on experience in managing teams and getting results
- Should have worked on integrating a CRM for a company
- Strong Analytical abilities and an empirical thought process
- Ability and readiness to work and thrive in an ambiguous and constantly changing
environment - Keen interest and prior experience in building systems and processes from the ground up
- Deep understanding of business and business metrics
- Ability to stretch long hours
- Proactive approach to business problems
Candidates with prior marketing experience are preferred - Excellent problem identification and solving abilities
- Inquisitive bent of mind
- Strategic thinking and the ability to make holistic and well-grounded in reality business plans
- Should exhibit strong leadership abilities
- Should understand Web Technologies
What you’ll do
Roles and Responsibilities
- Manage large amounts of incoming phone calls, Identify and assess customers needs to achieve satisfaction.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Provide accurate, valid, and complete information by using the right methods.
- Meet customer service team call handling quotas.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Follow communication procedures, guidelines and policies.
Qualifying Criteria
- 6 Months to 1 Year of Past experience in customer success roles in international BPOs.
- Fluent in English.
- Strong phone handling skills.
- Ability to multitask.
- Prioritise and Manage time effectively.
- Academics - Minimum Graduate
- Age - 20 to 25 years
About UniAcco
UniAcco is an initiative by Adventum Offshore. UniAcco is a global student accommodation platform for students actively looking to study and stay in the UK. We are a cross-border platform and one-stop solution where students can compare, consult, and choose their accommodation from several verified properties, simply and securely. By providing concierge services to premium customers to ensure them the best hassle-free experience abroad.
We at Zoop.one are looking for a technically savvy Customer Success executive who possesses a strong drive for results.
Duties for the Customer Success Executive will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and minimizing churn. You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests. You should be able to contribute to creating and maintaining good customer relationships and ensuring smooth onboarding.
Job Role:
Develop and manage client portfolios.
Sustain business growth and profitability by maximizing value.
Analyse customer data to improve customer experience.
Hold product demonstrations for customers.
Improve onboarding processes.
Mediate between clients and the organization.
Handle and resolve customer requests and complaints.
Minimize customer churn.
Aid in product design and product development.
Operate as the lead point of contact for all matters specific to our customers
Support and coordinate with the tech team to ensure seamless delivery to clients
What you’ll do:
Own the product knowledge base
Map customer journey and identify improvements at every stage
Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success
Develop a trusted advisor relationship with key customer stakeholders
Be the product champion, interpret customer insights to drive change in product and act as a voice of the customer to the Product team
Manage the Customer Success strategy for tracking and reporting on client health and reducing Customer Churn
Create and perform Monthly/Quarterly Business Reviews for ensuring customer retention and expansion - effectively delivering results to key stakeholders
Raise open issues with cross-functional teams and take ownership of resolving the issues in a timely manner
Constantly work towards providing innovative strategies for delivering customer delight
Engage with clients to understand the nuances of their work processes and the resulting needs and pain points.
Tools and Skills Required
Must Have:
Highly organized and able to multi-task.
Communication skills
Self-driven and proactive nature.
Excellent communication and interpersonal skills.
Experience in SAAS based product, CRM or ERP.
Knowledge of customer success processes.
Experience in document creation.
Patient and active listener.
Passion for service.
Have high proficiency in Microsoft Office (Excel, Word, PowerPoint)
Good to Have:
You should be passionate about engaging customers and expanding their use cases through our product
You have strong problem-solving skills and are great at finding creative solutions and workarounds when needed
You have good data analysis and data-driven decision-making skills
Strong project management skills
Experience:
3+ years proven track record in an enterprise account management role (Customer Success, Relationship Manager, etc.)
Strong Technical Background.
What’s attractive about us?
We offer a suite of memberships and subscriptions to spice up your lifestyle. We believe in practicing an ultimate work life balance and satisfaction. Working hard doesn’t mean clocking in extra hours, it means having a zeal to contribute the best of your talents. Our people culture helps us inculcate measures and benefits which help you feel confident and happy each day. Whether you’d like to skill up, go off the grid, attend your favourite events or be an epitome of fitness. We have you covered round and about.
- Health Memberships
- Sports Subscriptions
- Entertainment Subscriptions
- Key Conferences and Event Passes
- Learning Stipend
- Team Lunches and Parties
- Travel Reimbursements
- ESOPs
That’s what we think would bloom up your personal life, as a gesture for helping us with your talents.
Join us to be a part of our Exciting journey to Build one Digital Identity Platform!!!
Follow CutshortSubodh Popalwar
Software Engineer, Memorres