HR at Repyute Networks Private Limited
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Repute - Customer Success Officer (3-6 yrs)
Responsibilities :
- Evangelize capabilities of Repute's Solutions.
- Optimization of the application, subscription or service; Customer retention including supporting and/or executing the renewal process; cross-sell/up-sell.
- Receive, respond to, and route products and services related inquiries to appropriate team members.
- Conduct regularly scheduled communications with customer influencers and decision-makers.
- Identify risks to the customer in achieving their stated business goals and develop a risk mitigation plan.
- Customer Advocacy; secure customer references.
- Track and enter data into systems of record; reporting, managing system configuration, and updating customer information.
- Coordinate adoption activities by acting as the escalation point for communication and issues.
- Collaborate across functional teams. Maintain and establish positive, productive working relationships with other departments within Repute.
- Performs miscellaneous job-related duties as assigned.
- Deep understanding of enterprise solutions.
- Serve as the escalation point for communications and issues.
- Interact with key influencers and decision-makers within the assigned customer portfolio.
- Assume leadership roles such as mentoring, owning highly visible customers, partnering with key stakeholders to generate and secure incremental business.
- Will have a vested interest in the success and growth of the CSM program with senior management and influencing the behaviour and performance of the Customer Success team.
Qualifications :
- Bachelor's degree or equivalent combination of education and experience
- 3+ years in extensive account management, sales or implementation experience in a SaaS organization. Experience in managing critical customer issues with senior management preferred
- Must have the ability to work with multi-functional teams in virtual and face-to-face environments.
- Exceptional interpersonal, organizational, communication (verbal and written) and presentation skills
- Excellent problem-solving skills
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