Sekel Tech - Associate - Customer Success (0-2 yrs)

About the Role:

We are looking for a dynamic and proactive Customer Success Associate to join our team. In this role, you will play a crucial part in managing customer relationships, ensuring client success, and contributing to business growth. You will work closely with clients to help them maximize the value of our platform while also identifying new business opportunities.

Key Responsibilities:

1. Customer Success Management

- Act as the primary point of contact for assigned customers, managing onboarding, training, and ongoing support.

- Understand clients' business goals and provide strategic advice on utilizing Sekel Technologies' platform effectively.

- Conduct regular check-ins to ensure customer satisfaction and address any concerns proactively.

- Monitor customer usage and provide insights to enhance engagement and adoption.

- Build long-term relationships to drive high customer retention and satisfaction.

2. Customer Support & Issue Resolution

- Collaborate with the Operations and Product teams to resolve customer issues promptly.

- Document and escalate feature requests and product enhancements.

- Proactively monitor account health and address concerns before they escalate.

3. Sales & Revenue Growth

- Identify upsell and cross-sell opportunities within existing customer accounts.

- Support client renewal discussions and assist with negotiations to drive retention.

- Assist in presenting customized solutions that align with client needs.

4. New Business Development

- Identify potential business opportunities through client interactions and market research.

- Conduct outreach campaigns and generate new leads via emails, calls, and meetings.

- Engage with prospects, align their requirements with our solutions, and participate in sales presentations.

- Develop proposals and assist in onboarding new clients.

5. Reporting & Analytics

- Provide periodic reports on customer usage, ROI metrics, and improvement recommendations.

- Analyze customer data to identify trends and actionable insights.

6. Collaboration & Communication

- Work closely with internal teams (Product, Sales, Marketing, Development) to ensure customer feedback is integrated into decision-making.

- Maintain accurate customer records and interactions in the CRM system.

7. Product Expertise

- Stay updated on the latest product features and enhancements.

- Conduct product demos and training sessions to help customers maximize the platform's value.

Key Skills & Qualifications:

- Bachelor's degree in Business, Marketing, Technology, or a related field.

- Strong communication, presentation, and interpersonal skills.

- Excellent communication skills in English with strong presentability.

- Ability to build trust-based relationships with clients.

- Proactive problem-solving mindset and customer-centric approach.

- Basic understanding of SaaS products and Google My Business (preferred but not mandatory).

- Enthusiastic about customer success, sales, and business development.

- Ready to learn, with an avid reading habit.

Why Join Us?

- Opportunity to grow in a fast-paced SaaS company.

- Hands-on experience in customer success, sales, and business development.

- Collaborative and supportive work environment.

- Exposure to cutting-edge Martech solutions.