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22/03 David Anthony
Talent Acquisition Manager at Typeset

Views:164 Applications:56 Rec. Actions:Recruiter Actions:37

Typeset - Senior Customer Success Specialist (3-10 yrs)

Any Location/Bangalore Job Code: 204289

Responsibilities

- Convert leads that have signed up into active customers

- Explain to prospects & customers how SciSpace works and how it can fit their needs

- Help customers who face any problems during registration

- Sustain business growth and profitability by maximizing value.

- Analyse customer data to improve customer experience.

- Hold product demonstrations for customers.

- Evaluate and improve tutorials and other communication infrastructure.

- Mediate between clients and the organization.

- Handle and resolve customer requests and complaints.

- Minimise customer churn.

- Aid in product design and product development.

- Work with the Engineering team to identify, track and manage technical issues

- Turn the onboarding process into an amazing customer experience, and lead this initiative from ideation to implementation

- Be responsible for customer experience metrics along the early stage of the customer journey

- Own overall relationship with Global clients, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them

- Work with the sales and marketing team to drill customer references and develop case studies

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

- Maintain existing customer success metrics and data as directed

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

- Work with Sales, Product & Tech teams to ensure that customer requirement are well understood and delivered on time with the utmost quality.

- Collect feedback, monitor their satisfaction, and develop improvement plans to address concern areas

Our ideal candidates would :

- 3+ years of Experience in Customer-facing or relevant roles.

- You should have proven experience working in a customer service position, preferably at a SaaS organization, with excellent knowledge of the latest trends and techniques in service management.

- Ability to resonate with the concept of listening first, responding second

- Should be able to use the product and understand the problems/hurdles faced by the user

- Exceptional Communication (authenticity, and empathy) to resolve customer issues.

- Should be able to communicate about the product features in a way that is easy to understand

- A desire to optimize workflow and automate repetitive tasks

- Ability to work efficiently in a leadership role, take direction, and feel comfortable asking questions and offering help when needed.

- Tech-savvy - must have basic knowledge of different browser operations and be willing to work quickly at resolving technical issues

- Highly organized and able to multitask.

- Self-driven and proactive nature.

- Excellent interpersonal skills.

- Knowledge of customer success processes.

- Experience in document creation.

- Ability to generate insights from Structure and Unstructured Data

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

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