Customer Success Engineer at Purplerain Technologies INC · Remote only · 1 - 2 years · ₹3L - ₹4L / yr · Bootstrapped · Remote only · Posted 19 May 2022
The role is about 70% support (aka reactive > keeping the customer happy) and 30% success (aka pro-active > helping the customer get success with LimeCall to stick and love us).
On the SUPPORT side, you’ll be doing things like… (80% of your day)
- Helping customers and potential customers on LIVE Chat (we use Intercom)
- Figuring out the “problem” the customer is having with our software. ("My text didn’t get sent, what happened?")
- Manage customer success pipeline (we use Hubspot)
- Relaying bugs to our development team to get taken care of (we use Jira)
- Creating user stories around customers wants, needs, issues (Asana)
- Using Stripe to process payments, refunds, and all things billing
- Create systems for tracking bugs, feature requests, and better ways to improve our support process and channel
- Create, edit, and continuously update our knowledge-base so our customers don’t have to bother you on how to do the simple things.
- Create videos and animated gif's that show people how to DO things (people love walk-throughs)
On the SUCCESS side, here are some things that you’ll be doing… (30% of your day)
- Host group & 1-on-1 demo’s, webinars, and training with leads and customers weekly and monthly
- Create surveys and google forms to gain feedback from current customers
- Reach out to “likely to churn” customers to help them get value from Salesmsg
- Engage with canceling customers and design a system for tracking for later followup.
- Speak with customers on the phone, text message, live chat, email, and other channels to help them with whatever questions they have.
- Onboard new customers
Shubham Vishwakarma
Full Stack Developer - Averlon
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Follow CutshortShubham Vishwakarma
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