Sekel Tech - Associate - Customer Success (1-2 yrs)

Job Description:

As a Customer Success Associate at Sekel Technologies Private Limited, you will play a crucial role in ensuring our customers' success and satisfaction with our SAAS-based products. You will be the primary point of contact for customers, providing them with guidance, support, and solutions to maximize the value they receive from our products. You will collaborate closely with our sales, product development, and support teams to drive customer retention and growth.

Responsibilities:

Customer Onboarding : Assist new customers with the onboarding process, helping them get started with our products, and ensuring a smooth transition.

Product Training : Conduct product training sessions to educate customers on how to use our SAAS solutions effectively and efficiently.

Account Management : Build and maintain strong, long-lasting customer relationships by understanding their needs, challenges, and goals. Serve as a trusted advisor to customers.

Issue Resolution : Address customer inquiries, troubleshoot technical issues, and coordinate with the technical support team to ensure timely resolution.

Feedback Gathering : Actively collect customer feedback and insights to provide valuable input to the product development team for continuous improvement.

Renewal Management : Monitor customer accounts and proactively engage with customers to ensure renewals and upsell opportunities are identified and pursued.

Customer Success Plans : Develop and implement customer success plans tailored to each customer's unique objectives, ensuring they achieve their desired outcomes.

Documentation : Maintain comprehensive records of customer interactions, feedback, and issues in the CRM system.

Communication : Keep customers informed about product updates, new features, and best practices through regular communication.

Reporting : Generate and analyze customer success metrics and reports to track progress and identify areas for improvement.

Qualifications :

- 1-3 years of experience in SAAS/Product company

- Bachelor's degree in a related field or equivalent work experience.

- Proven experience in customer success, account management, or a similar customer-facing role.

- Excellent communication and interpersonal skills.

- Strong problem-solving and analytical abilities.

- Familiarity with SAAS products and technology.

- Ability to work independently and as part of a collaborative team.

- Exceptional organizational and time management skills.

- Customer-focused mindset with a passion for helping others succeed.