Job Description

SaaS Customer Success Executive We are looking for a Customer Success Executive to join our world-class customer engagement team! About us: Paperflite is a fast-growing SaaS company headquartered in the US with operations in Chennai, providing a next-generation content management platform for sales and marketing teams. Our platform empowers sales and marketing professionals to share, and track sales content with prospects and customers, enabling them to close deals faster and more efficiently. Our clientele includes leading companies from various industries, including technology, healthcare, and financial services. Canva, Oracle, Carlsberg, and Puma are some of the prominent names. It was rated as the Most Recommended Software in 2022 by Software Advice and among the top 50 software companies in India by G2 in 2023. We were also recognized as one of America\'s best startup employers by Forbes this year. Time to get down to business: Here\'s what you\'ll be doing: Develop and deliver comprehensive training and onboarding sessions to customers after sales, ensuring they have a smooth transition and understand the full potential of Paperflite. Cultivate strong relationships with key accounts and stakeholders, going beyond customer satisfaction to deliver exceptional experiences that foster long-term loyalty and advocacy for Paperflite. Perform regular and in-depth analyses of your customers\' sales processes, identifying areas for improvement and providing actionable recommendations to enhance their overall sales performance. Proactively organize quarterly business reviews with your customers, providing a platform to discuss their progress, address concerns, and collaboratively strategize for future success. Initiate regular meetings with your customers, not only for issue resolution but also to proactively engage and understand their evolving needs, ensuring a proactive approach to customer success. Actively showcase newly released features and guide customers on maximizing the usage of relevant features, effectively demonstrating the value and continuous innovation of Paperflite. Share the product roadmap with customers when appropriate and facilitate early feedback from customers to the product and engineering teams, allowing for customer-centric product enhancements and improvements. Act as the conduit between customers and the product and engineering teams, diligently collecting customer requirements and feedback, translating them into actionable insights, and advocating for customer needs within the organization. Monitor customer/user health scores to proactively identify and address any potential risks or issues, enabling timely interventions and ensuring customer satisfaction and retention. Document and share best practices with customers, providing them with comprehensive resources that help them derive maximum value from Paperflite and optimize their usage. Proactively identify upsell opportunities, leveraging your deep understanding of customer needs and pain points, and work towards maximizing customer lifetime value through account expansion. Take proactive measures to control churn by closely monitoring customer satisfaction levels, promptly addressing any concerns or issues, and developing retention strategies tailored to each customer\'s specific needs and circumstances. Must-Have Gear: What you\'ll need to join the team: 0 to 4 years of experience in Customer Success/Service roles or Cloud Renewal Sales, demonstrating the ability to establish and cultivate successful customer relationships. Exceptional communication and presentation skills, enabling effective interaction with customers and stakeholders. Proficiency in managing complex account situations and leading resolution efforts, fostering mutual success and long-term partnerships. Strong consulting skills, with a proven track record of acting as a trusted advisor to clients or stakeholders, driving tangible business value. A genuine passion for customer success, particularly within the context of SaaS products related to MarTech and SalesTech. Self-motivated, team-oriented, and dedicated to surpassing client expectations. Demonstrated ability to prioritize tasks, handle multiple responsibilities simultaneously, and thrive in high-pressure environments. The Paperflite Difference Work and learn from a talented team that is building an industry-first solution. No rigid hierarchy, with a friendly environment that fosters creativity and innovation. A fully stocked delicious pantry with snacks, drinks, and treats for you to enjoy. Opportunity to showcase your Foosball or Table-tennis skills in a friendly competition with colleagues. Sweat it out, sans cost with our fitness program that lets you choose any fitness centre of your choice. A fully covered medical insurance plan that will never make you grow sick of hospital bills. If you\'re a furball fanatic, then you\'re in luck: we\'ve got two dogs and a cat who will shower you with love and lick you to infinite glory. We are an equal-opportunity employer and value diversity at our company.

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