SocialPilot Technologies - Associate - Customer Success (3-5 yrs)

Key Responsibilities:

Customer Onboarding & Support:

- Help customers understand the features and functionality of SocialPilot.

- Guide customers through their use-cases and workflows, ensuring they are using the product effectively.

- Provide personalized support to address customer needs, offering workarounds where applicable.

Product Feedback & Collaboration:

- Act as the voice of the customer to inform the product team about product gaps and opportunities for improvement.

- Work closely with the product team to prioritize feedback that aligns with customer needs.

- Ensure customer feedback is communicated clearly to product, design, and engineering teams.

Customer Success Monitoring:

- Track product usage for priority customers to identify potential issues and proactively offer solutions.

- Engage with customers to ensure continued product satisfaction and success.

Internal Collaboration:

- Connect cross-functional teams (product, design, engineering, marketing) with customers to ensure alignment on customer needs.

- Collaborate with internal teams to improve customer experience and resolve any challenges.

Proactive Problem Solving:

- Understand, break down, and describe customer problems in detail to offer solutions.

- Provide timely support to resolve technical issues and product concerns.

Continuous Learning:

- Stay updated on product changes, industry trends, and customer feedback to continuously improve customer satisfaction.

Ideal Candidate:

Experience:

- 2+ years of experience in any customer-facing role with evidence of customer empathy.

- SaaS experience is a plus.

- Strong problem-solving skills and a passion for customer satisfaction.

Communication:

- Excellent written communication skills.

- Ability to clearly explain complex issues and solutions.

- Comfortable with writing detailed reports, emails, and responses without relying on automation tools like ChatGPT.

Work Environment:

- Open to working in hybrid shifts with an overlap in US time zones.

- A sense of humor and a positive attitude in tackling challenges.

Customer-Centric:

- A deep understanding of customer needs and the ability to translate those needs into actionable insights.

- Ability to manage customer relationships and handle complex situations