Customer Success Executive

Role & responsibilities

Job Role- Customer Success Executive ( Only Those apply SaaS & Software Sales)

Experience Required 2 to 4yrs

Location- Seawoods, Navi Mumbai

Company name BizPay Inscite Fintech solutions Pvt Ltd

Responsibilities-

1. Customer Onboarding: Guide customers through the initial setup and implementation process, ensuring a smooth transition and adoption of the IT product.
2. Relationship Building: Build strong relationships with customers, acting as their main point of contact. Understand their business needs, challenges, and goals, and maintain regular communication to address their concerns and provide assistance.
3. Account Management: Manage a portfolio of customer accounts, including tracking their usage, monitoring product adoption, and identifying opportunities for upselling or cross-selling.
4. Customer Training and Education: Conduct training sessions or workshops to help customers understand and effectively use the IT product. Provide educational resources, documentation, and best practices to enhance their knowledge and utilization.
5. Customer Support: Act as a liaison between the customers and the technical support team. Address customer inquiries, troubleshoot issues, and ensure timely resolution of problems to minimize downtime and maximize customer satisfaction.
6. Success Planning: Collaborate with customers to develop success plans tailored to their specific needs and goals. Identify key milestones, set objectives, and regularly evaluate progress to ensure the IT product is delivering the desired outcomes.
7. Renewal and Expansion: Proactively engage with customers to drive contract renewals. Identify opportunities for expansion within the customer's organization by understanding their evolving requirements and suggesting relevant upgrades or additional features.
8. Product Feedback and Advocacy: Gather customer feedback on the IT product's performance, usability, and features. Relay this feedback to the product management and development teams to contribute to product improvement. Act as a customer advocate within the organization, ensuring customer voices are heard and their needs are prioritized.
9. Data Analysis: Analyze customer usage data and metrics to identify trends, patterns, and opportunities for improvement. Use this information to proactively address customer concerns, optimize product adoption, and drive customer success.
10. Industry Knowledge: Stay up-to-date with industry trends, market competition, and emerging technologies. Use this knowledge to provide customers with strategic guidance and recommendations on how they can leverage the IT product to stay ahead.

Preferred candidate profile : Graduate or candidate with MBA certificate

Perks and benefits