Customer Success Specialist - Internet/Online

The mission of Customer Success team is to make sure customers are gaining meaningful value out of our SaaS product by getting customers ramped up on the product and proactively checking with them to ensure their satisfaction and continued usage. We are looking for passionate individuals to drive the success of our customers through onboarding support and training as well as consulting our customers on best practices.

Roles and responsibilities :

- Understand customer's objectives, effectively convey how our product can help, and help them achieve their goals

- Plan, organize and deliver online training and support for onboarding new customers and driving continued usage of the product

- Assist in pre-sales demonstrations of the product to customers and work closely with our Sales team to ensure excellent customer experience

- Respond to customer questions and requests in a timely manner

- Keep connecting with assigned customers through phone calls, email exchange, online chat, etc. to ensure the continued product usage

- Establish a trusted advisor relationship with each assigned customer and help customers to continuously derive values of our product

- Identify and/or develop upsell and cross-sell opportunities;

- Provide feedback to our Product team based on customer comments;

- Help internal team to investigate any issues that customers are facing, raise bug tickets, and program manage account escalations;

- Keep yourself updated on all the features of our product as well as industry trends including competitors products and global best practices in customer training's.

Desired Skills and Experience :

- 2+ years of experience in Customer Success or equivalent role in driving customer satisfaction, adoption and retention (Experience in SaaS / online services a big plus)

- Familiarity in supporting corporate customers of all sizes

- Passionate about success of customers and long-term relationship with customers

- Ability to work independently and under pressure, with strong ability to work as team

- Must have excellent spoken & written communication skills in English

- Detail oriented and analytical

- Thrives in a multi-tasking environment and can adjust priorities on-the-fly

- Ready to take challenges and comfortable working in fast-paced startup environment.