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Famepilot Internet Private Limited logo
Customer Success Specialist
Famepilot Internet Private Limited's logo

Customer Success Specialist

Rohit Gupta's profile picture
Posted by Rohit Gupta
2 - 10 yrs
₹3L - ₹6L / yr
Gurugram
Skills
Customer Success
Technical support
SaaS

About FamePilot

FamePilot is a leading SaaS platform specializing in customer experience management, online reputation management, and AI-driven insights for businesses. We help businesses enhance their brand presence by analyzing customer feedback, automating responses, and improving service quality.


Job Overview

As a Customer Success Specialist, you will be responsible for ensuring our clients achieve their desired outcomes using FamePilot’s platform. You will act as a trusted advisor, helping customers maximize value from our product, resolve concerns, and drive retention and growth.


Key Responsibilities

  • Customer Onboarding & Training: Guide new customers through the onboarding process, ensuring a smooth transition to the platform.
  • Customer Relationship Management: Build and maintain strong relationships with customers to ensure long-term satisfaction and loyalty.
  • Proactive Support & Issue Resolution: Identify and resolve customer challenges, ensuring timely follow-ups and escalations when necessary.
  • Product Adoption & Engagement: Encourage product adoption by educating clients on new features, best practices, and use cases.
  • Customer Retention & Renewals: Monitor customer health metrics, identify risks, and implement strategies to improve retention and reduce churn.
  • Feedback & Insights: Gather customer feedback and collaborate with product and engineering teams to drive improvements.
  • Cross-Selling & Upselling: Identify expansion opportunities and work with the sales team to drive revenue growth.
  • Reporting & Documentation: Maintain accurate customer records, reports, and documentation in CRM tools.


Required Skills & Qualifications

  • 2-5 years of experience in customer success, account management, or a related role in a SaaS company.
  • Strong communication and relationship-building skills.
  • Ability to analyze customer needs and provide tailored solutions.
  • Experience using CRM and customer support tools (e.g., HubSpot, Salesforce, Zendesk).
  • Basic understanding of SaaS business models and customer retention strategies.
  • Problem-solving mindset with the ability to handle escalations.
  • A proactive and customer-first approach.


Preferred Qualifications

  • Experience in customer experience or online reputation management SaaS.
  • Familiarity with WhatsApp API, Power BI, or other analytics tools.
  • Prior experience working with multi-location businesses such as restaurants, hotels, or retail chains.


What We Offer

  • Competitive salary and performance-based incentives.
  • Opportunity to work with a fast-growing SaaS company.
  • Learning and development programs.
  • Flexible work environment.


Join us and help businesses enhance their online reputation and customer experience with FamePilot!

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Shubham Vishwakarma

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About Famepilot Internet Private Limited

Founded :
2018
Type :
Product
Size :
0-20
Stage :
Bootstrapped

About

Famepilot is an AI/ML-powered cloud Platform for businesses and brands to monitor and manage their customers feedback across all online (Search, Listing, Social, Review sites, and Online surveys) and offline (on-premise survey, kiosk, on tablets and paper forms) channels. Businesses of any size, from 1 location to 10,000+ locations can utilize the platform to uplift their customer experience, engagement, and reputation. We gather real-time ratings & reviews and convert them into actionable insights for businesses using AI-based recommendation engine. We believe listening to customers is the most fundamental activity to succeed in any business. Famepilot closes the sales cycle loop by asking the customer feedback post-transaction, and helping businesses responding on-time. Famepilot converts reviews into revenue. Famepilot is a strategic and thoughtful start-up in Online Reputation Space with decades of combined industry experience.
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