Wobot.ai - Associate - Customer Success - Technical Support (2-5 yrs)

Responsibilities :

- Own relationship with assigned clients, including onboarding, implementation, training etc.

- Monitoring accounts to ensure a positive customer experience with the company's products or services

- Analyzing potential issues related to customer accounts and channelizing internally for a faster resolution.

- Coordinating with other departments Sales, Engineering and Product to ensure that customers' needs are met.

- Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team

- Review the customer journey, identifying how it's supported, taking a consultative approach in helping clients overcome issues and achieve goals

- Serve as day-to-day contact for assigned accounts, identify areas of opportunity, highlight best practices, and document them

- Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings

- Maintain existing customer success metrics and data

Requirements :

- Sound knowledge of CCTV Infrastructure and its working is a must.

- Should be aware of and have practical experience of working on port forwarding, DDNS configurations, RTSP protocol, NVR/DVR, IP cameras,etc.

- Minimum 2 years of client interaction experience for B2B clients.

- Should be self-motivated and self-directed

- Strong communication and interpersonal skills with aptitude in building relationships with professionals of all organizational levels

- Excellent organizational and problem-solving skills

How we work :

- We use Microsoft Teams for daily communication, conduct daily standups and team meetings over Teams.

- We value open discussion, ownership, and a founder mindset.

- We prioritize design, amazing UI/UX, documentation, to-do lists, and data-based decision-making.

- We encourage team bonding through bi-weekly town halls, destressing sessions with a certified healer, and fun company retreats twice a year.

- We offer a 100% remote workplace model, health insurance, top performers eligible for attractive equity options, mental health consultations, company-sponsored upskilling courses, growth hours, the chance to give back with 40 hours for community causes, and access to a financial advisor.