Volody.com - Associate - Customer Success (2-4 yrs)

Volody Products Pvt Ltd :

Volody is an enterprise software product company helping businesses to digitize their legal contract management processes by providing them with a smart Contract Lifecycle Management Software.

Volody is expanding aggressively and looking for a Business Analyst & Customer Success Manager for its Product Delivery division.

Job Requirement :

We are looking for a passionate and customer-centric individual to join our team as a Customer Success Associate. In this role, you will be the primary point of contact for our customers, helping them achieve their desired outcomes and ensuring their success with our products/services. You will work closely with customers to understand their needs, provide solutions, and foster strong relationships that lead to long-term partnerships.

Key Responsibilities :

1. Customer Engagement :

- Proactively engage with customers to understand their business needs, challenges, and goals.

- Provide regular check-ins, performance reviews, and product updates to ensure customer satisfaction.

2. Customer Support :

- Act as the first point of contact for customer inquiries, resolving issues, and providing timely solutions.

- Collaborate with other teams to escalate and resolve complex issues.

3. Product Advocacy :

- Educate customers on new features and functionalities to maximize their usage and value from our products.

- Gather customer feedback and insights to influence product development and improvements.

4. Renewals and Upsells :

- Work closely with the sales team to identify upsell opportunities and drive renewals.

- Ensure customers are on the best plan to meet their needs and are aware of any additional services that could benefit them.

5. Documentation and Reporting :

- Maintain accurate records of customer interactions, issues, and outcomes.

- Provide regular reports on customer health, product usage, and potential churn risks.

Qualifications :

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

- 1-2 years of experience in customer success, account management, or a customer-facing role.

- Strong communication and interpersonal skills.

- Ability to build and maintain strong relationships with customers.

- Problem-solving skills and a proactive approach to customer success.

- Ability to work in a fast-paced environment and manage multiple tasks simultaneously.