Customer Success Associate

Job Summary:

We're looking for a passionate and proactive Customer Success Associate to join our growing team and play a vital role in building long-term relationships with our customers. You'll be responsible for onboarding new customers, ensuring their success with our product, and proactively identifying and addressing their needs.

Key Roles and Responsibilities:

• Onboarding: Guide new customers through the initial product setup and usage process, ensuring they understand its value and features.
• Support & Engagement: Provide responsive and efficient customer support through various channels (email,phone, chat) and proactively engage with customers to identify potential issues and opportunities.
• Relationship Building: Cultivate strong relationships with customers by actively listening to their needs,providing personalized advice, and building trust.
• Revenue Retention & Expansion: Responsible on revenue retention, minimizing churn and identifying upsell and cross-sell opportunities within your customer base and present them effectively.
• Data Analysis & Insights: Monitor customer usage data and identify trends to personalize interactions, identify potential churn risks, and inform product improvements.
• Feedback & Reporting: Gather customer feedback, document resolutions, and generate reports to track progress and inform team strategies.
• Collaboration: Work closely with other teams (Sales, Product, Engineering) to ensure a seamless customer experience and advocate for customer needs

Required Skills and Experience:

• Bachelor's degree in a relevant field (e.g., Business, Communication, Technology) or equivalent experience.

• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.
• Strong problem-solving and analytical skills, with the ability to identify and solve customer issues efficiently.
• Proactive and organized, with the ability to manage multiple tasks and prioritize effectively.
• Strong written and verbal communication skills, with the ability to document issues and communicate solutions clearly.
• Experience with customer relationship management (CRM) systems and data analysis tools is a plus.
• Experience & background on CPAAS platforms is a plus.
• Passion for learning and a desire to continuously improve customer experience.