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Customer Success Associate
Aeries Technology
posted 6d ago
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Flexible timing
Key skills for the job
Job Description
Quickbase provides a cloud-based platform for creating business applications. The platform offers lowcode development, integration, and workflow orchestration. Quickbase also supports prototyping and application architecture
Roles and Responsibility
As a Customer Success Associate, you will be responsible for driving customer value realization through digital channels, ensuring effective adoption, supporting customer retention, and performing risk assessments to mitigate potential issues. You will work closely with customers to help them optimize their use of Quickbase solutions, providing expert guidance, utilizing digital engagement tools, and proactively identifying and addressing risks to maintain a positive customer experience.
Key Responsibilities:
1. Customer Engagement & Retention:
o Drive proactive digital engagement with customers through email, in-app messaging, and automated workflows to promote product adoption, utilization, and retention.
o Drive adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.
o Enablement of customers on how Quickbase features are used as they explore new use cases post-onboarding. Recommending add-on Professional Services as needed to improve the customer s use of Quickbase.
o Lead virtual check-ins, product tutorials, and onboarding sessions to ensure customers are fully integrated with the platform.
o Prepare and organize customer-related documents, presentations, and reports, and ensure they are easily accessible for the team.
o Address customer inquiries and concerns, escalating issues when necessary to ensure timely resolution and continuous satisfaction.
2. Value Realization:
o Work closely with customers to understand their business goals, helping them realize the value and outcomes they expect from the SaaS solution.
o Monitor and report on customer health metrics, providing actionable insights and suggesting improvements to increase customer value and reduce churn risk.
3. Digital Tools & Automation:
o Leverage digital tools and platforms (e.g., customer portals, in-app guides, email marketing) to scale customer success efforts and drive engagement.
o Maintain accurate and up-to-date customer data in the customer system, ensuring that customer profiles, interactions, and history are properly documented.
4. Risk Assessment & Remediation:
o Regularly assess customer health and engagement data to identify potential risks, including low product adoption, usage decline, and at-risk accounts.
o Collaborate with internal teams (e.g., Sales, Support, Product) to address and mitigate risks that could affect customer satisfaction, retention, and long-term success.
o Continuously track customer risk profiles and adapt engagement strategies based on evolving needs and risk factors.
5. Collaboration & Cross-Functional Alignment:
o Collaborate with Customer Success Managers and Sales teams to ensure alignment on customer goals, challenges, and opportunities for upsell or expansion.
o Provide feedback to product teams based on customer interactions, helping to shape future product development and enhancements.
o Support the creation of customer success content, including knowledge base articles, product documentation, and best practice guides.
Qualifications:
Experience: Minimum of 2-3 years in a customer-facing role, preferably within a SaaS environment, with a focus on customer success, digital engagement, risk management, project management or account management.
Skills: Strong written and verbal communication skills with the ability to engage customers effectively.
Agility: Have an ability to thrive in a dynamic, fast-paced environment where change and ambiguity are part of the transformation.
Problem-Solving: Ability to understand customer challenges, diagnose issues, and provide actionable solutions, leveraging available resources.
Analytical Skills: Comfortable using data and metrics to track customer engagement, measure success, and identify opportunities for improvement.
Customer-Centric: Passion for helping customers succeed, with a strong understanding of how Quickbase solutions can solve business challenges.
Education: Bachelor s degree or experience in a related field is preferred but not required.
Bonus Qualifications:
Familiarity with Javascript, relational databases and APIs
Hands-on advanced knowledge of Quickbase
Why Join Us:
Opportunity to be a part of high-impact CS team in a growing SaaS company.
Development and career growth opportunities in the technology sector.
Competitive compensation and benefits package.
Employment Type: Full Time, Permanent
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What people at Aeries Technology are saying
Customer Success Associate salary at Aeries Technology
reported by
2
employees
with 4
years exp.
₹11.9
L/yr - ₹15.2
L/yr
143%
more
than the average Customer Success Associate Salary in India
View more details
What Aeries Technology employees are saying about work life
based on 315 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Aeries Technology Benefits
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