Customer Success Specialist

Job Description - CSS

Shift Timing : 8am - 5 pm

Objectives of this Role

Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction

To better customer adoption by meeting up upsell / cross sell targets

Establish a trusted and strategic advisor relationship to help drive continued value of our products and services

Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team

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

Maintain existing customer success metrics and data as directed

Daily and Monthly Responsibilities

Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them

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

Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time

Collaborate, problem solve, and / or strategize upcoming client meetings with team members

Prepare necessary documentation or visuals for client to demonstrate performance of campaigns

Work with the sales and marketing team to drill customer references and develop case studies, testimonials and other required marketing materials

Required Skills and Qualifications

3-5 years of experience in communications, marketing, sales, account management, or customer success

Strong verbal and written communication, strategic planning, and project management skills

Analytical and process-oriented mindset

Comfortable working across multiple departments in a deadline-driven environment

Active team player, self-starter, and multitasker who can quickly adjust priorities

Preferred Qualifications

Bachelor’s degree

Knowledge of Zoho will be a plus point