Customer Success - Executive / Senior Executive

A funded HRMS Startup

Customer Success - Executive / Senior Executive

Qrata

Company

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Customer Success - Executive / Senior Executive

at A funded HRMS Startup

Agency job

via Qrata

1 - 4 yrs

₹4L - ₹10L / yr

Gurugram

Skills

Customer Success

Customer Relationship Management (CRM)

We are a team of Product Management and FinTech honchos & alumni of distinguished institutions (IIT/IIM/ICAI) and we are building something at the cutting edge of HR & FinTech Universe (Embedded Finance is the word)! We have most recently raised Series A funding from IndiaMart and BeeNext and looking to expand our team. We are building something that is unique, real, and Impactful. If you carry a similar passion, we'd love to hear from you!

Responsibilities:

Act as a Techno-Functional Consultant and maximize adoption of our company.
Assist & train Customers to implement their process and help them to resolve their support queries.
Increase overall retention and do in-depth analysis to create up-sell/cross-sell opportunities.
Eliminate risks proactively and share product feedback and experience with the Product team.
Showcase newly released features and maximize consumption, share a road-map with customers and gather their feedback to improvise the product.
Delivering and communicating ROI for our clients, throughout the customer lifecycle.
Being the trusted partner for the customer on the use-case and product functionality.
Customer onboarding, training, and support.
Making customers aware of resources such as knowledgebase articles, tutorials, how-to videos, and webinars.
Gathering customer feedback and sharing it internally to improve the product and/or establish better Customer Support practices.
Analyzing customer data and helping them discover aspects of the product that are most beneficial to them.
Carrying out periodic health checks to avoid churn.
Firefighting during account escalations.
Account management and renewals.
Keeping customers updated on changes to the product they're using, new features, and new products they might find useful.
Encouraging customer advocacy through internal NPS surveys, external reviews, case studies, testimonials, and referrals.
Upselling and cross-selling through review of customers' progress.

Requirements:

Post Graduation (MBA).
Experience of a growing company with a focus on personal growth.

Responsibilities:

Act as a Techno-Functional Consultant and maximize adoption of our company.
Assist & train Customers to implement their process and help them to resolve their support queries.
Increase overall retention and do in-depth analysis to create up-sell/cross-sell opportunities.
Eliminate risks proactively and share product feedback and experience with the Product team.
Showcase newly released features and maximize consumption, share a road-map with customers and gather their feedback to improvise the product.
Delivering and communicating ROI for our clients, throughout the customer lifecycle.
Being the trusted partner for the customer on the use-case and product functionality.
Customer onboarding, training, and support.
Making customers aware of resources such as knowledgebase articles, tutorials, how-to videos, and webinars.
Gathering customer feedback and sharing it internally to improve the product and/or establish better Customer Support practices.
Analyzing customer data and helping them discover aspects of the product that are most beneficial to them.
Carrying out periodic health checks to avoid churn.
Firefighting during account escalations.
Account management and renewals.
Keeping customers updated on changes to the product they're using, new features, and new products they might find useful.
Encouraging customer advocacy through internal NPS surveys, external reviews, case studies, testimonials, and referrals.
Upselling and cross-selling through review of customers' progress.

Requirements:

Post Graduation (MBA).
Experience of a growing company with a focus on personal growth.

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