SASSKey Responsibilities:
● Onboarding & Engagement: Assist in the onboarding of new customers, guiding them through the
platform features and functionality to ensure they can quickly gain value from the product.
● Customer Support: Respond to customer inquiries, troubleshoot issues, and provide timely assistance
via email, chat, or phone to resolve basic questions and technical challenges.
● Customer Education: Help create and maintain knowledge base articles, FAQs, and user guides to help
customers navigate the platform independently.
● Data Collection & Feedback: Collect and analyze customer feedback to identify pain points, common
requests, and trends, sharing insights with the Customer Success team for ongoing improvement.
● Churn Reduction Support: Identify early signs of customer dissatisfaction and collaborate with the team
to proactively address potential issues, helping improve retention rates.
● Metrics & Reporting: Track and report on customer success metrics such as engagement rates, NPS
scores, and churn/renewal statistics.
● Process Improvement: Work with the team to streamline customer success processes, suggesting new
ideas to improve customer experience and satisfaction.
Learning & Development Opportunities
● Customer Success Fundamentals: Gain exposure to core principles of customer success and lifecycle
management.
● Tools & Software: Hands-on experience with CRM and customer success tools like Salesforce,
Zendesk, Intercom, or similar platforms.
● Data Analytics: Learn how to analyze customer success metrics and identify actionable insights.
● Cross-functional Collaboration: Work closely with sales, product teams.
Shubham Vishwakarma
Full Stack Developer - Averlon
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