We at Zoop.one are looking for a technically savvy Customer Success executive who possesses a strong drive for results.
Duties for the Customer Success Executive will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and minimizing churn. You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests. You should be able to contribute to creating and maintaining good customer relationships and ensuring smooth onboarding.
Job Role:
Develop and manage client portfolios.
Sustain business growth and profitability by maximizing value.
Analyse customer data to improve customer experience.
Hold product demonstrations for customers.
Improve onboarding processes.
Mediate between clients and the organization.
Handle and resolve customer requests and complaints.
Minimize customer churn.
Aid in product design and product development.
Operate as the lead point of contact for all matters specific to our customers
Support and coordinate with the tech team to ensure seamless delivery to clients
What you’ll do:
Own the product knowledge base
Map customer journey and identify improvements at every stage
Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success
Develop a trusted advisor relationship with key customer stakeholders
Be the product champion, interpret customer insights to drive change in product and act as a voice of the customer to the Product team
Manage the Customer Success strategy for tracking and reporting on client health and reducing Customer Churn
Create and perform Monthly/Quarterly Business Reviews for ensuring customer retention and expansion - effectively delivering results to key stakeholders
Raise open issues with cross-functional teams and take ownership of resolving the issues in a timely manner
Constantly work towards providing innovative strategies for delivering customer delight
Engage with clients to understand the nuances of their work processes and the resulting needs and pain points.
Tools and Skills Required
Must Have:
Highly organized and able to multi-task.
Communication skills
Self-driven and proactive nature.
Excellent communication and interpersonal skills.
Experience in SAAS based product, CRM or ERP.
Knowledge of customer success processes.
Experience in document creation.
Patient and active listener.
Passion for service.
Have high proficiency in Microsoft Office (Excel, Word, PowerPoint)
Good to Have:
You should be passionate about engaging customers and expanding their use cases through our product
You have strong problem-solving skills and are great at finding creative solutions and workarounds when needed
You have good data analysis and data-driven decision-making skills
Strong project management skills
Experience:
3+ years proven track record in an enterprise account management role (Customer Success, Relationship Manager, etc.)
Strong Technical Background.
What’s attractive about us?
We offer a suite of memberships and subscriptions to spice up your lifestyle. We believe in practicing an ultimate work life balance and satisfaction. Working hard doesn’t mean clocking in extra hours, it means having a zeal to contribute the best of your talents. Our people culture helps us inculcate measures and benefits which help you feel confident and happy each day. Whether you’d like to skill up, go off the grid, attend your favourite events or be an epitome of fitness. We have you covered round and about.
- Health Memberships
- Sports Subscriptions
- Entertainment Subscriptions
- Key Conferences and Event Passes
- Learning Stipend
- Team Lunches and Parties
- Travel Reimbursements
- ESOPs
That’s what we think would bloom up your personal life, as a gesture for helping us with your talents.
Join us to be a part of our Exciting journey to Build one Digital Identity Platform!!!
Subodh Popalwar
Software Engineer, Memorres
About Zoop.one
We are a happy team of millennial's and Gen-Z who love working on advancing our products and offerings. We’ve gone from one verification API to an entire platform, helping 200+ clients in streamlining their onboarding process, make it effortless with the help of sophisticated engineering, data and a drive to make things better everyday.
Our platform aims to bring a change in the current KYC process and make it extremely secure and consent-driven by enabling users with a Universal Digital Identity. Zoop.One powers the futuristic business on-boarding process, enabling Identity, merchant, financial and asset verification very unconventionally. We are working towards building one digital identity for all, ever accessible, ever helpful.
We hoot - ’Zoop.one is the future of identity
What’s working at Zoop.one like?
Absolute freedom to know and grow, become wiser to help us in our journey to transform identity management. We value ownership and interests. We give you not one but many hats. We value your acumen, authenticity and appreciate sophistication. We will always be thankful for your contribution anywhere across teams.
Our teams are go-getters and over-achievers who function across product and business to deliver outstanding products to solves real world business problems at scale. We imbibe a deep sense of ownership and responsibility among each other, work ethics are you real charm. At Zoop.one, we are fostering an environment of shared responsibilities, mutual respect and authenticity in individuals, an ultimate work life is the goal.
And you are..Your contribution at Zoop.One is way more than your work, we value work ethics, collaborative spirit and making sure that everyone is equally excited about the things we pursue at Zoop.One. We love learning by doing, getting into the heart of things and spearheading things even outside your KRAs if need be. Someone who doesn’t get tired of getting better each day and making sure that your contribution to company is growing and growing each day alongside us. We like working with people who are confident in their abilities to grow horizontally and vertically.
Working at Zoop.one means managing yourself, taking ownership of your goals and finding your way out. All of us are troubleshooters and we expect you to be one too. Discipline is the most important ingredient at Zoop.one and we welcome people who love work ethics and have a spirit to be better everyday.
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Onsite. Gurugram.
What will you do every day?
We are on the lookout for dynamic individuals in the Customer Success Team who can work closely with clients helping them achieve their Digital Transformation goals.
What do you need to ace your role?
- Business Advisor to our clients working towards achieving their digital transformation goals and success metrics. Ability to manage client relationships and expectations
- Act as a techno-functional consultant and provide recommendations on process
- Goal-oriented and data-driven to actively track performance and drive metrics like CSAT, NPS, Adoption and Usage for clients. Analyze customer data to improve the end-user experience
- Experience with metrics like Net Revenue Retention (Upselling), Churn, Customer References & reviews. Work closely with product, sales and other cross-functional teams, (internal and external) with ease to drive these goals
- Devise engagement plans that consider customer business goals and map product capabilities to achieve these goals
- Support clients during critical HR events like Appraisal, Increments etc.
- Support clients to resolve queries or bugs, as and when required
- Gather feedback on product experience during the entire customer lifecycle via targeted surveys
- Identify prime targets for up-sell/cross-sell and engage Sales team to execute on those opportunities
- Share best practices with clients on how to achieve product success with WoCo
- Identify risks proactively, mitigate and escalate as deemed appropriate
- Passionate about Customer Experience and ability to be the customer's voice in guiding the Product Roadmap
- Excellent communication and presentation skills.
- Excellent relationship-building skills
- Be a cultural champion and energy driver
Requirements
- 2-4 years of experience in Customer Success in SaaS
- Exceptional communication and presentation skills, coupled with excellent listening skills
- Analytical and data-driven with ability to work with multiple stakeholders
- Demonstration of good product and consumer thinking during his/her career
- Hands-on and a quick learner. Comfortable with learning new technology
- Basic tech skills especially knowledge of python, Power BI will be a plus
- This role provides you access to PII for which you will abide to follow secure data handling practices to safeguard and protect such data.
- We don’t necessarily expect to find a candidate that has done everything listed, but you should be able to make a credible case that you’ve done most of it and are ready for the challenge of adding some new things to your resume.
ABOUT Loop AI:
LoopAI is a fast-growing early stage startup led by VCs, executives and repeat entrepreneurs who are building the US's first "Delivery Intelligence Platform" a smart operator to manage your 3P Delivery Business. Loop AI's platform provides instant visibility all the operational metrics and helps structure your finances, accounting using AI. LoopAI's customers are seeing 10X ROI from the engagements. We are working with some of the large brands in the US on track to manage 0.5$B payouts.
LoopAI has grown 3x month on month for the past 4 months, counting more than 5000 Locations by end of the year. Including 2 of the world's top-10 virtual brands, 2 of the top-10 CPA firms in the US.
We process a Million Orders every month and store TerraBytes of data to build our intelligence platform
SUMMARY :
LoopAI is looking for a talented Customer Success Manager with a focus on RESTAURANTS who will manage a book of customer business. The Customer Success team serves as subject matter experts, trusted advisors, and advocates to Loop's customers. You will drive the continued success of our customers while helping to build a world-class Customer Success function. You will engage with accounts managing customers' needs ensuring product adoption and revenue retention.
A successful candidate will be highly strategic, analytical, resourceful, customer-focused, team-oriented, and will have an ability to work under time constraints to meet deadlines. We are looking for someone with a proven track record of managing a diverse set of customers while helping to build customer success programs in a SaaS startup company.
If you are looking to grow your career in AI based products Loop is the exact location you are looking for
RESPONSIBILITIES :
- Own onboarding, nurturing, retention, up-selling and ongoing success for all customers
- Refine the customer journey, design listening points and define/refine the segmentation of customer base to ensure highly efficient alignment of resources
- Engage actively in client discussions to position the value of our solution
- Partner with cross functional teams to ensure customer feedback is incorporated into the product roadmap
REQUIREMENTS:
- Deep understanding of the Customer Success function
- Incredible precision, attention to detail, and organization skills
- 3+ years of customer success experience
- Demonstrated experience in presenting complex data in understandable ways to address customers business questions
- Demonstrated experience using analytical tools to measure performance, determine improvements and innovations, and make adjustments accordingly
- Entrepreneurial spirit, a self-starter, who is internally driven to make an impact on both the customer and a growth directed organization
- Experience working with cross-functional teams and projects
- Aptitude for being organized with flexibility to deliver results in a fast-paced environment
ADVANTAGES:
Proven ability to leverage business intelligence and analytics tools to perform analyses and measure the impacts of your initiatives on key metrics such as activation, adoption and retention.
Experience with Restaurants is required
WHY JOIN Loop AI?
Join a rocketship! We are pioneers of a new market that we are creating
- Take a central and critical role at Placer.ai
- Work with, and learn from, top-notch talent
- Competitive salary
- Excellent benefits
- Fully remote
Technical Customer Support
- Ability to work in team environment
- Familiarity with customer service software (CRM,ticketing systems) for chat and call process.
- Ability to work flexible hours ,including evenings and weekends.
- Earlier experience into chat and call support process.(Technical support experience)
- Customer oriented approach and ability to adapt different situations
- Hands on experience on MS office suite.
- Ability to multitask and problem solving skills
- 0-2 years of experience
- Excellent communications skills written and verbal.
Responsible for :
- Respond to customer queries via chat or phone in a timely and professional manner.
- Proactively responding on tickets or issues.
- Resolve customer queries or issues with required solutions
- Coordinate with internal teams for query resolution.
- Provide required information about products and services offered by Provakil.
- Update customer information and issue details in ticketing platform
- Analysing the challenges faced by clients and passing the details to technical team.
- Should be aware of product feature updates.
- Flexible in working shifts
Requirement:
- Respond to customer queries or technical issues via email in a timely and professional manner.
- Resolve customer complaints or issues by providing appropriate solution or alternatives.
- Should have knowledge of API integration, cloud based tool.
- Interact with cross team to get the issues resolved.
- Hands on experience on CRM or any ticketing system.
- Should be able to lead meetings and training sessions.
- Worked in customer facing environment.
- Troubleshoot technical issues at level 1 and level 2 .
- Handled customer escalations and worked on escalation matrix
- Provide weekly status on ticket received and resolved
Additionally,
Excellent communication verbal and written.
Handled enterprise client issues in previous experience.
Bachelor’s degree in CS or IT or related field.
Responsibilities:
● Responding promptly and professionally to customer inquiries via phone, email, and chat, ensuring accurate and timely information is provided.
● Efficiently processing customer orders, managing delivery schedules, and coordinating with our logistics team to ensure the timely delivery of water cans.
● Handling customer complaints and concerns in a professional manner, working diligently to resolve issues and provide satisfactory solutions.
● Maintaining a comprehensive understanding of Bookwater products, services, and technology, enabling you to effectively address customer inquiries and concerns.
● Collaborating with other departments to address customer needs and continuously improve the overall customer experience.
● Monitoring and analyzing customer feedback to identify trends and areas for improvement, contributing to the enhancement of our services.
● Assisting in the development and implementation of customer service policies and procedures to ensure consistency and excellence in our service delivery.
● Actively participating in ongoing training and development opportunities to stay updated with industry best practices and enhance your job performance.
● Contributing to a positive and inclusive work environment, fostering a culture of teamwork and collaboration.
Excellent verbal & written communication skills.
Manage Email Process- Payment, Refunds, Cancellation etc.
Responsible to provide timely & effective resolutions to customers through emails, chat, etc.
Knowledge of payments and fintech would be plus
Perks and benefits
Ownership and Responsibility.Medical Insurance.
- Gathering information and documentation from clients
- Helping clients fill out immigration application forms
- Drafting submission letters
- Reviewing all documents to ensure they are accurate and meet government requirements
- Ensuring that deadlines are met
- Tracking the status of each application and keeping clients updated
- Driving and overseeing a team of Customer Service Associate's via outsourced partners to ensure they are providing an exceptional customer experience
- Mastermind creative ways to deliver an exceptional customer experience
- Developing and overseeing the implementation of customer service protocols
- Resolving complex customer problems or disputes in a professional manner
- Coaching and supporting team members to help them meet departmental goals
- Maintaining and documenting records of customer interactions for training purposes
- Preparing monthly and quarterly departmental reports to determine whether KPIs are being met and adopting methods for improvement wherever necessary
What you need to have:
- Graduation degree or equivalent would be mandatory, BE/BTech/Post Graduation degree would be desirable.
- 5+ years prior experience in customer-facing roles
- Proven experience in a leadership role is required
- Excellent communication skills and the ability to anticipate the needs of customers
- Must demonstrate strong analytical thinking skills
- Should possess strong problem-solving skills and the ability to make sound judgement calls
- Superior organizational and time management skills
- Innovative, creative thinking skills to ensure the organization is providing a cutting-edge customer experience
- Expertise in MS Excel, Word and PowerPoint
- Customer Handling Experience in Fintech Setup Mandatory
- Bias for action: Run pilots and then evaluate/course-correct to scale or reject.
- Highly analytical: Trust data to take decisions; have the ability to slice and dice data
- Extreme ownership: Take responsibility for all the good and bad campaigns with a focus on improvement
- Radical candor: Ability to speak your mind respectfully with fearless conviction
- Self-driven: Demonstrate a positive, can-do attitude.
- Excellent problem-solving skills with deep attention to detail.
Our client is a call management solutions company, which helps small to mid-sized businesses use its virtual call center to manage customer calls and queries. It is an AI and cloud-based call operating facility that is affordable as well as feature-optimized. The advanced features offered like call recording, IVR, toll-free numbers, call tracking, etc are based on automation and enhances the call handling quality and process, for each client as per their requirements. They service over 6,000 business clients including large accounts like Flipkart and Uber.
- Leading the Customer Success function by training, engaging and developing your team
- Managing the daily activities of Team Leads and below.
- Working on new strategies to improve the overall customer experience, and minimise churn.
- Coordinating with the marketing department to strategize ways to increase post-sales interactions with clients.
- Interacting with the Sales team to work on inter-departmental challenges
What you need to have:
- Any UG / PG
- A customer-focused mindset, putting the customer experience first in every action you take
- Exceptional account management and customer service skills backed up with excellent written and verbal communication skills
- Has been in the leadership role of the similar profile from past 2-3 years
- Experience working in a B2B SaaS organisation
- Technically proficient
- Excellent listening skills
- Ability to effectively communicate at all levels of the organization.
- Excellent problem-solving skills
- Extremely process-oriented
- Experience leading, coachng, and empowering your team to do their best work
Follow CutshortSubodh Popalwar
Software Engineer, Memorres