Customer Success

Mentogram is a Singapore-based Edtech startup. We are enabling the next generation of online mentors. Our team is growing along with our customer list. We are a crew of growth hackers and tech-geeks who are passionate about helping experts impact the world with their expertise. Let's ride the tide together!

 

The ideal candidate loves talking to people and proactively solving issues. You will be responsible for answering calls, providing information, and helping the customer by being informative, empathetic, and eager to quickly solve a customer’s problem. Must be willing to listen, learn, and resolve any customer inquiry that crosses your desk.

 

Responsibilities

• Communicate with customers via phone, email and chat.
• Provide knowledgeable answers to questions about the product, pricing and availability.
• Work with internal departments to meet customers' needs.
• Data entry in various platforms.

 

Qualifications

• At least 2 - 3 years of relevant work experience in a similar role.
• Good command of the English language is a must.
• Excellent phone etiquette and excellent verbal, written, and interpersonal skills
• Ability to multi-task, organize, and prioritize work.

 

Perks:

• A monthly payout of INR 20-25k depending on experience.
• Chance to get promoted to Senior Customer Service Rep within 3 months( salary+150%)
• Mentorship sessions by our experts and founding team.
• Amazing networking opportunity with top mentors and leaders on our platform.
• Recommendation letter.
• Being part of our core team and learning the ins and out of the startup ecosystem by working in a global Singapore based startup.

Fieldproxy is looking for a passionate Customer Success specialist. We are on a pace to grow 3x in size this year with our customer success team. This is an exciting opportunity for someone who is looking to uplift their Customer Success career in a rapidly growing SaaS start-up.

 

Key responsibilities:

 

• Establishing customer engagement activities like onboarding and product implementation constantly while meeting the business metrics
• Increase product adoption and customer retention rate

 

What we look for:

 

• 2+ years of experience, preferably in a SaaS organization with at least 6+ months of domain expertise in Customer Success
• Excellent presentation skills and writing skills
• Ability to make a quick decision in a lean team
• Strong communication skill is not expected as it is kept as a default checklist
• Experience with a SaaS product would be preferred
• Work exceptionally with the cross-functional teams(product, sales, pre-sales, marketing, developers, etc.)
• Proactive in establishing deeper customer relationships
• Minimize the churn rate and maximize the revenue by constantly creating opportunities for upselling
• Familiar with the CRM tools preferred

 

What we provide in return:

 

• Competitive salary
• Opportunity to work in a fast-moving, high growth SaaS company
• Company-paid Health insurance
• A great learning experience with high paced growth opportunities
• Hybrid and friendly work culture with always ready to help attitude colleagues

Job Description
============
Learnyst is looking for a Customer Support Executive to provide the highest level of customer delight and value.

You will work directly with our customers. You play a crucial role in engaging with the customer and building a strong relationship between Learnyst and the customer. You will act as an advisor and serve as the single point of contact for multiple customers. In short, the entire role is to deliver a happy, satisfied, referring customers.

You'll also interact with users as a whole by making and maintaining resources like FAQs, tutorials, release notes, troubleshooting guides, and surveys. You'll keep these concise, up-to-date, and easy-to-find so that the most important information about Learnyst is just a click away whenever customers need it.

Responsibilities
============
- Serve as the primary contact for all customer-facing support and service issues
- You will be talking to customers over email, phone, live chat, and screen shares
- Quickly address or respond customer inquiries via email, Intercom, and other online methods using excellent interpersonal skills
- Maintain a deep understanding of Learnyst product, build content and educate customers about the most relevant features for their specific business needs
- You will investigate problems, verifying facts, and figuring out resolutions
- Skilled at handling multiple issues, to efficiently prioritizing and solving a large number of inquiries
- Discover and document customer pain points to advance current support procedures
- Maintain Learnyst knowledge base which can be used by Customers to solve common problems
- Communicate with key team members on common or critical issues, assisting in the resolution of technical roadblocks
- Punctual and professional with a project management mindset and can-do attitude
- Stay up to date with Learnyst platform updates and changes.

Required Qualifications & Skills
========================
- Bachelor's degree
- 1-4 years of customer support experience
- Must have excellent English and Hindi verbal communication skills and telephone manner, but know it's equally important to listen and understand customer problems
- Excellent writing skills and email/chat etiquette
- Experience with writing and organizing customer-facing help documentation
- HTML/CSS, client/server architecture, and software debugging skills are a huge plus for this role

Good to have
===========
- Passionate about great customer experience and customer delight
- Calm and collected - You will stay calm and can be the rock for those who come to us when they need help
- Patient and attentive - You will have to display patience and empathy while listening to our customers through critical issues and figuring out what they need
- Willing to learn - You love learning how things work and you’re always looking for ways to innovate and improve process.
- Agile - You can move quickly and adapt to a fast-paced and constantly evolving environment. You will be on the front lines of a highly visible, fast-growing brand

Perks And Benefits
=============
- Competitive salary
- Working hours - 9:30 AM to 6:30 PM IST
- Exposure to grow your career as technical support in SaaS products
- Gain hands-on experience in serving direct customers
- Exposure to learning the end-to-end customer life cycle
- Great work environment and opportunity to learn
- Free Food And Snacks: You’ll never have to worry about your hunger pangs. We provide food and snacks at all times of the day.
- Every Wednesday we have Game nights and quarterly team outings

Job purpose : To proactively drive product adoption and user engagement initiatives for our key customers, we are looking for an enthusiastic, passionate, highly organised and user focused Customer Success Associate who can take up the responsibility of developing, implementing, assessing and improving user onboarding and user engagement initiatives.

Education and relevant experience :

1. Bachelor’s degree or equivalent.
2. 1 to 2 years of experience in customer success role
3. Experience of working in Publishing / EdTech industry preferred

Skills: (must have)

● Excellent spoken and written English skills
● Excellent listening, negotiation and communication skills
● Excellent organization and presentation skills
● Excellent telephone etiquette and willingness to engage with customers and users in person, by phone or digitally
● Good documentation and analytical skills, with the ability to translate data into insights
● Knowledge of Microsoft office suite and Google suite

Additional Skills: (nice to have)

● Experience using Customer Success tools or Platforms
● Proficiency in regional Indian languages or foreign languages (e.g., Spanish, French, Mandarin or Japanese)

PRINCIPAL ACCOUNTABILITIES -
Key accountability of CSA will be to develop and implement Customer Success Strategy for product adoption and user engagement.

A brief description:

● Build customer trust by gaining product and industry knowledge and understanding their requirements
● Develop and Implement Customer Success Strategy by:
✓ Segmenting and understanding User behaviours, needs and product interactions
✓ Listing all potential ways our product offerings can help customers/users succeed
✓ Defining and achieving overall objectives and KPIs for customer success
✓ Creating surveys, review requests, and contact forms for feedback
✓ Determining how do we reach out to customers/users depending on their preferred methods of communication
● Drive product adoption and usage through the customer/user lifecycle.
● Perform regular customer health check by recording changes in product usage and help improve product adoption, identify gaps in User Engagement and create relevant material or training programs
● Represent voice of the customer and provide feedback to sales, support and product teams
● Identify opportunities for customers to act as advocates (e.g., testimonials, case studies)

Position Overview:

Customer success managers supports your customers as they transition from sales prospects to active users of your products.

Theyre focused on customer loyalty and building close long-term client relationships, and often

stay with the same customers as long as they continue to work with your business.

Designation: Customer Success Manager

Reporting to: Director

Roles and Responsibilities

• Customer Success Manager will proactively reach out to customers to understand the

requirements, and resolve issues.

• Proactively reach out to the newly onboarded customers to understand their needs.

• Develop and manage client portfolios.

• Follow-ups with unresponsive customers to help activation/retention of customers.

• Minimize customer churn.

• Sustain business growth and profitability by maximizing value.

• Mediate between clients and the organization

• Strictly adhere to the Activation & Retention SOP.

• Handling existing customers & providing post-sales support.

• Taking care of customer onboarding & service activation.

• Improve onboarding processes.

• Providing training on software to customers.

• Maintaining a healthy relationship with customers.

• Resolving customer complaints quickly and efficiently.

• Analyze customer data to improve customer experience.

• Hold product demonstrations for customers.

Qualifications:

• Prior experience as a Customer Success Manager with IT Services domain

• Good Communication, Analytical Skills

• Excellent Customer Handling.

• Ability to handle team.

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!!!

Responsibilities -  Communicates with customers by phone, chat or email.  Manages difficult or emotional customer situations.  Responds promptly to customer needs and solicits customer feedback to improve service.  Follows up on order shipment and delivery for 100% customer satisfaction.  Adjusts complaints concerning billing, shortages/overages, or service rendered, referring complaints of service failures to designated departments for investigation.  Effectively speaks, writes and presents clearly with persuasion.  Develops relationships with assigned departments/divisions/customers/vendors; understands and responds to customer needs; displays positive posture and attitude when dealing with others, regardless of their diverse background, level, or status.  Identifies problems and causes; analyzes and generates best alternative solutions; makes timely, sound and appropriate decisions even under conditions of risk and uncertainty.  Provide consistent performance in meeting deadlines; follows schedules and procedures. Is consistently at work and on time; ensures work responsibilities are covered when absent. Requirements - • Any Graduate with Excellent oral and written English communication • Good interpersonal skills and ability to gel and work well within a team • Freshers with good English communication skills may also apply. • Experience - 0 - 1 years • Working hours - 5 days per week Hiring Process : Face to Face Interview

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The primary responsibilities of a Chat/Email Support Executive would be : Respond on chats/emails to provide resolution to the query and obtain details of complaints. Keep records of customer interactions and transactions, recording details of inquiries. Follow up to ensure that appropriate actions were taken on customers' requests. Refer unresolved customer grievances or special requests to designated departments for further investigation. Skills required: Prior Experience in Chat or Email compulsory Patience & Temperament Good communications skills Ability to listen and active problem-solving skills Good interpersonal skills Ability to handle the pressure