· Customer Onboarding: new customer onboarding by helping them realise the importance of our product.
· Account Escalations: Support or response to any alerts, red flags for some issue or any critical or overdue customer support ticket.
· Renewals: follow up on current month/quarter renewals to avoid any last-minute surprise
· Upsell and cross-sell: Expansion and upgrades are to be guided to the customers while managing their accounts.
· Periodic health checks: conduct periodic health of all the accounts and ensure the best practices have been followed.
· Customer Advocacy: Build and maintain the healthy customer relationship and helping them through renewals.
· Training and feature Announcements: Facilitate the training on the regular updates and new feature additions in the platform.
· SPOC for all accounts you’d be managing.
· Is often the first port of call for customers and is available to answer any inbound questions.
· Liaison between client and support team.
· Always put a smile on the customer.Skills: Customer Succes, Marketing, sales, Client management, product Mangement, SPOC, UPsell, Cross sell
· Candidate with an affinity towards working for an exciting technology a company with SAAS offering.
· Hands on experience in handling customer onboarding, training, maintaining relationship and understanding customer empathy.
· Understand the customer’s problem and providing the solution around it.
· Excellent communication and writing skills.
· Proactive attitude, Positive attitude and strong work ethic
· Strong sense of customer satisfaction.