Job Summary :

- We are looking for a customer success specialist who will roll up their sleeves and lead from the front. As a key member of the customer success team, you will help craft our customer-success strategies, building strong relationships with customers and collaborating with cross-functional teams internally to deliver consistently excellent customer experiences. The ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, the candidate should have relevant customer success experience in the B2B SaaS environment.

Responsibilities :

1) Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction

2) Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services

3) You will coach customers to be product experts, train their teams on IQnext platform and self serve resources so they become increasingly self-sufficient.

4) Develop interactive product training materials in a variety of formats including video, KB, e-learning, and virtual sessions

5) Work closely with the sales team for demos, onboard new customer and ensure that they are set up for success with our product

6) Act as the primary point of contact for customers, answering their questions and addressing any concerns they may have. Resolve issues or provide information for customers via phone, chat, or email & in parallel work with the internal teams (devops, dev, PM) to ensure SLA requirements are met.

7) You will identify common customer challenges, feedback and communicate effectively with both internal (such as PM, Marketing, Sales, Devops Dev)and external team to better understand business needs, customer needs, new feature requirements to maximize retention and growth (upsell, cross-sell).

8) You will help drive customer references, testimonials and case studies.

9) Lead and present at regular customer meetings, both in-person and over video conference

What you should have :

1) 2-4 years of Customer Success (CS) experience required at a B2B SaaS product company

2) Fluent English communication (verbal, written)

3) A self-motivated, dedicated teammate with innovative ideas to inspire customer adoption

4) Strong understanding in customer success techniques and strategies

5) Strong interpersonal skills and experience quickly building customer relationships

6) Ability to embrace the mindset of continuous improvement and actively contribute to the process and procedure of the team

7) Creative problem solving under pressure when working through customer issues

8) Ability to work in a fast-paced & ambiguous start-up environment. And willing to work in a 24/7 support environment.

9) Proficiency with customer success tools (eg. Zendesk, Zoho desk, JIRA)

10) Degree (any) or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role.

Good to have :

1) Background in sales