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Customer Success Specialist

BiofuelCirclePune, Maharashtra, India

19 days ago

Job description

Experience : 3 to 6 years

Key Purpose of the Role

BiofuelCircle Customer Success team is responsible for Subscriber Onboarding, User training and Customer Support to ensure higher level of usage and utility for the platform.

Customer Success team’s role is pivotal in ensuring subscriber and platform success.

What Key Tasks will be involved?

1. Proof of Concept (POC) Management

Drive and complete the POC process for newly onboarded customers.
Provide dedicated support and guidance during the POC phase to ensure a seamless onboarding experience.

2. Customer Onboarding & Training

Conduct training sessions for both new and existing customers to ensure effective adoption and usage of the platform.

Customize training as per customer profiles to maximize engagement and usability.

3. Customer Engagement & Business Reviews

Lead Monthly Business Review (MBR) meetings with customers to track progress, identify opportunities, and strengthen relationships.

Proactively identify customer needs and explore opportunities for cross-selling and up-selling value-added services.

4. Reactivation of Dormant Accounts

Identify and engage with dormant or inactive customers to understand reasons for inactivity.

Develop and execute tailored reactivation plans to revive business relationships.

5. Customer Support & Issue Resolution

Act as the primary point of contact for all customer queries, requests, and escalations.

Collaborate with internal teams to ensure timely resolution and consistent customer satisfaction.

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Customer Specialist • Pune, Maharashtra, India