Sr Associate Customer Success

Hey All!!

Karnival is expanding the team ! You wanna be a part?

Who are we ?

Karnival is a dedicated team of passionate individuals, We are innovation focused - rapidly growing organisation, working in Retail Technology, Customer Experience and Martech space empowering 100 + clients across USA, India, UAE,GCC, Europe & LATAM providing cutting-edge solutions to E-commerce, Physical Retailers, and D2C brands.

We are looking for smart customer support professionals with prior experience in Technical support for Enterprise grade products. This position is Ideal for someone who has a customer first attitude and knows how to ask right questions for identifying underlying problems faced by customers. This role will test you on your skill of getting things done by involving relevant people across functions and resolving the issue as a team.

Our Customer Success team guides and works closely with global clients from across the industries. Your role here is not limited to addressing the queries but also to forming a relationship of trust with the Clients, foreseeing issues and creating an expert level solution with at the most agility.

To sum it up, Your role majorly is “ Serve as client’s voice for KARNIVAL to better serve the client’s need”

We are looking for someone who has :

• Mandatory 1+ years of customer facing role in SaaS environment.
• Ability to forge a strong relationship with the clients and to maintain the rapport.
• Ability to articulate technical aspects of our product to even the non-technical people.
• Passionate about technology & advocate for Innovations.
• Strong Time Management & Client management skills.
• Excellent communication/ presentation skills.
• Diligent in documentation & notes-taking.

Responsibilities :

• Identifying and reporting issues/bugs in products and translate them into problems by identifying the root cause wherever possible
• Align with the Tech team on feasibility checks for any product requirements according to the client's needs.
• Testing of the new products, gathering the feedback from customers, and sharing the same with the involved stakeholders for continuous improvement.
• Proactively involved in Customer portfolio management to understand / tap upselling and cross selling opportunities.
• Involve in product demonstration by working along with the sales team for leads conversion.
• Smooth onboarding of the clients into the system by providing all forms of Implementation & technical support needed.
• Create a knowledge base by preparing high quality & Interactive User Instructions, FAQs and other repositories to help customers
• Timely upgradation / Revision of Documents /Instruction Manuals to meet the applicable standards in order to enhance our Knowledge base portal.
• Identify expansion opportunities for Sales to drive account growth.

Why KARNIVAL

• Competitive package
• Supports Work life balance
• Flexible Work time
• Paramount learning by collaborating with different business units.

Job Responsibilities:

• Having a proactive customer support approach
• Testing product features as assigned
• Build & strengthen customer relationships
• Lead scoring and qualification
• Manage incoming chats, emails and handle appropriate follow-up calls and emails
• Address, resolve, and record any customer issues that arise pertaining to business growth, billing, and general account satisfaction
• Demonstrate the value of the platform to our customers every day by providing amazing customer support
• Maintain existing customer success metrics and data as directed

Job Requirements:

• Excellence at Googling stuff and spoken English
• Ability to meet deadlines and decent depth of thought process
• Capable of operating without much supervision while still producing results
• Not being camera shy and great presentation skills
• Motivation to pursue customer success as a career
• Understanding the basics of customer support such as treating customers with respect, empathy, and understanding
• Technical understanding and ability to troubleshoot and resolve technical problems

Note: The applicant should be comfortable with both the timings, Day Shift Timings as well as the US Shift Timings.Shifts will be rotational.

Brownie Points If - You are great at video presentation and love engaging with customers through videos

We are looking for Customer Success Specialist (B.Tech graduates) to assist our customers with product inquiries in a swift, proficient and friendly manner. Should be instrumental in customer retention by addressing concerns and product issues.

Required Candidate profile

Interact with customers by email, live chat, or calls
Experience/ Knowledge in HTML/CSS, App integrations, Using API keys, Work flows / automations, Browser extensions