Customer Success Executive
Year Balewadi, Pune, Maharashtra, India
Job Description
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Position Overview:We are seeking a highly motivated and experienced Customer Success Executive to join our team. In this role, you will support customers with the creation and optimization of chatflows and ensure they fully understand and utilize our customer engagement SAAS product to achieve their business goals. You will play a critical role in enhancing customer satisfaction, retention, and overall success.Key Responsibilities:
- Customer Onboarding and Training
- Conduct onboarding sessions for new customers, ensuring they are fully trained on the functionalities and capabilities of our SAAS product.
- Develop and deliver training materials and sessions, both one-on-one and in group settings.
- Chatflow Creation and Optimization
- Assist customers in designing, creating, and optimizing chatflows to enhance their customer engagement strategies.
- Provide expert advice on best practices for chatflow configurations and implementations.
- Product Expertise and Support
- Develop a deep understanding of our customer engagement SAAS product to provide high-quality support and solutions.
- Troubleshoot and resolve customer issues related to chatflow creation and other product features.
- Customer Relationship Management
- Build and maintain strong, long-term relationships with customers to drive satisfaction and loyalty.
- Act as the primary point of contact for customer inquiries and support requests.
- Issue Resolution and Escalation Management
- Handle and resolve customer issues in a timely and efficient manner.
- Manage escalations by coordinating with internal teams to ensure quick and effective resolution.
- Customer Feedback and Continuous Improvement
- Gather and analyze customer feedback to identify areas for improvement in the product and support processes.
- Collaborate with the product development team to relay customer insights and suggest enhancements.
- Usage Monitoring and Proactive Support
- Monitor customer usage patterns and proactively reach out to offer support and guidance.
- Identify potential issues before they become problems and provide solutions to ensure continuous customer satisfaction.
- Bachelors degree in Business, Marketing, Communications, or a related field.
- Proven experience as a Customer Success Executive or similar customer-facing role, preferably in a SAAS environment or Chatbot company.
- Strong understanding of chatflow creation and customer engagement strategies.
- Excellent communication and interpersonal skills.
- Ability to troubleshoot technical issues and provide clear, concise solutions.
- Strong organizational skills and the ability to manage multiple tasks simultaneously.
- Proactive, customer-oriented mindset with a passion for helping customers succeed.
- Experience with customer support tools and platforms is a plus.
- Technical proficiency in using and explaining complex software products.
- Strong analytical skills to interpret customer data and feedback.
- Ability to work collaboratively with cross-functional teams.
- High degree of professionalism and reliability.
- Adaptability and a willingness to learn and grow in a dynamic environment.
- A collaborative and supportive work environment.
- Opportunities for professional growth and development.
- Competitive salary and benefits package.
- The chance to make a meaningful impact on the success of our customers.
- Health insurance
- Provident Fund
- Day shift
- Monday to Friday
- customer success: 2 years (Required)
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Job Detail
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Job IdJD3331542
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationBalewadi, Pune, Maharashtra, India
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EducationNot mentioned
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ExperienceYear