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Customer Success Engineer
Purplerain Technologies INC's logo

Customer Success Engineer

Jesthna K's profile picture
Posted by Jesthna K
1 - 2 yrs
₹3L - ₹4L / yr
Remote only
Skills
Customer Success
Customer Support

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
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Shubham Vishwakarma

Full Stack Developer - Averlon
I had an amazing experience. It was a delight getting interviewed via Cutshort. The entire end to end process was amazing. I would like to mention Reshika, she was just amazing wrt guiding me through the process. Thank you team.
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About Purplerain Technologies INC

Founded :
2010
Type :
Products & Services
Size :
20-100
Stage :
Bootstrapped

About

Thousands of B2B users globally rely on PurpleRain products every day in enabling value in sales automation, cloud communication and big data.
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Jesthna K

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Shubham Vishwakarma's profile image

Shubham Vishwakarma

Full Stack Developer - Averlon
I had an amazing experience. It was a delight getting interviewed via Cutshort. The entire end to end process was amazing. I would like to mention Reshika, she was just amazing wrt guiding me through the process. Thank you team.
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