Responsibilities:

1. Customer Engagement: Build and maintain strong relationships with assigned customers by being their primary point of contact. Proactively reach out to understand their needs and provide guidance on product usage and best practices.
2. Customer Success Planning: Collaborate with customers to create and execute customer success plans, outlining their goals, milestones, and KPIs. Monitor progress and ensure that customers achieve their desired outcomes.
3. Onboarding and Training: Assist customers in the onboarding process, ensuring they understand how to use the product or service effectively. Provide training sessions and resources to enable customers to become proficient users.
4. Customer Advocacy: Act as the customer's advocate within the company, representing their feedback and requirements to the relevant teams, including product management and development.
5. Issue Resolution: Address customer concerns and issues in a timely and satisfactory manner. Escalate complex problems to the appropriate departments and follow up to ensure resolution.
6. Upselling and Cross-selling: Identify opportunities for upselling or cross-selling additional products or services that align with the customer's needs and goals.
7. Customer Feedback and Analysis: Gather feedback from customers on their experiences and product usage. Analyze customer data and usage patterns to identify areas for improvement.
8. Customer Renewals: Monitor customer contracts and proactively engage with customers nearing their renewal date. Work towards securing contract renewals and preventing churn.
9. Performance Metrics: Track and report on customer success metrics, such as customer satisfaction scores, retention rates, expansion revenue, and other relevant KPIs.
10. Continuous Improvement: Contribute to the development and improvement of customer success processes and strategies to enhance overall customer satisfaction and business outcomes.

Requirements:

• Bachelor's degree or equivalent.
• Proven experience in customer success, account management, or a similar customer-facing role.
• Strong communication and interpersonal skills, with the ability to build rapport with customers.
• Problem-solving mindset with the ability to handle difficult situations diplomatically.
• Analytical skills to interpret customer data and draw meaningful insights.
• Familiarity with CRM software and customer success tools is a plus.
• Goal-oriented with a focus on customer satisfaction and retention.
• Adaptability and ability to thrive in a fast-paced and dynamic work environment.