Customer Success Associate

Key Responsibilities :

Primary Point of Contact (SPOC) : Serve as the main liaison for over 200+ users, providing assistance, managing queries, and ensuring smooth communication.

Daily Communication : Handle 100+ calls daily to track user progress, provide updates, and resolve any concerns or issues. Maintain consistent touchpoints to ensure users are aligned with expectations.

Cross-Functional Collaboration : Work closely with multiple teams to coordinate activities and deliverables. Foster effective communication and collaboration across different departments to ensure user needs are met.

KPI & Performance Management : Ensure the achievement of key performance indicators (KPIs), including monitoring user progress and improving the user experience. Track and report on user Net Promoter Score (NPS) to measure satisfaction and identify areas for improvement.

Issue Resolution : Proactively address and resolve any user-related issues or challenges, ensuring timely escalation where necessary.

Progress Tracking : Regularly monitor user progress and ensure that all goals and milestones are being met. Provide actionable feedback to users based on progress assessments. Reporting & Feedback : Compile and share reports on user progress, satisfaction (NPS), and overall performance with stakeholders. Use insights from daily touchpoints to continuously improve the user experience.

Customer-Centric Approach : Maintain a strong focus on the needs and satisfaction of users, ensuring their experience is as seamless and positive as possible.

Continuous Improvement : Identify opportunities for process improvements to enhance user experience, operational efficiency, and service quality.

Good to Have :

Proficiency in handling data and reports using tools like MS Excel.

Basic understanding of programming.

Minimum 1 year of experience in customer handling / customer support.

Good knowledge of Excel, Google Sheets, Google Workspace, problem-solving, and email drafting.