Customer Success Specialist

ProMobi Technologies Pvt. Ltd.

Customer Success Specialist

Promobi is looking for a Customer Success Specialist for our B2B SAAS product Scalefusion, you will be a pivotal part of our company's commitment to delivering exceptional customer experiences. You will engage with clients, understand their needs, and proactively ensure their success in utilizing our products/services. Your role will involve building relationships, providing support, and serving as a liaison between our clients and internal teams.

Experience: 2-67years years

Location: Viman Nagar, Pune (US Shift 6 pm to 3 am in 5 days WFO mode)

What you will do:

Customer Relationship Management: Develop and maintain strong relationships with customers, serving as their main point of contact for inquiries, support, and guidance.

Revenue Generation: Collaborate closely with clients to understand their business goals and identify opportunities for upselling and cross-selling to generate revenue.

Onboarding and Training: Guide new clients through the onboarding process, ensuring a smooth transition and providing training on our products/services to facilitate their success.

Support and Issue Resolution: Address customer queries, troubleshoot issues, and provide timely solutions or escalate to appropriate teams for resolution.

Usage Monitoring and Analysis: Track and analyze customers product usage patterns to identify potential challenges or opportunities for optimization, and provide recommendations accordingly.

Proactive Communication: Engage with clients regularly to share updates, best practices, and new features that could benefit their operations.

Customer Advocacy: Act as a customer advocate within the company, communicating customer needs, feedback, and enhancement requests to relevant departments.

Retention: Develop strategies to increase customer retention rates.

What we want you to have:

-Bachelors degree in Business, Marketing, or a related field (or equivalent experience).

-Minimum 2-3 years of experience in a customer-facing role, preferably in customer success, account management. Open to work in the target driven role.

-Enthusiastic to work in US shift in work from office mode.

-Excellent communication skills, both verbal and written, with the ability to convey technical concepts to non-technical users.

-Strong problem-solving abilities and a proactive approach to customer issues.

-Familiarity with CRM software (e.g., Hubspot, Jira) or similar tools.

-Empathy and a customer-centric mindset, focusing on delivering value and ensuring customer satisfaction.

Good to have:

-Experience in the software as a service (SaaS) industry.

-Knowledge of customer success principles and methodologies.

-Proficiency in multiple languages for engaging with a diverse customer base.