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Customer Success Associate/manager - Bangalore

3 - 7 years
Posted: 2019-01-09

Industry
Consultancy
Function

Hotels/ restaurants
Manufacturing/ Engineering/ R&D
Role
Room Service Manager
Service Manager/ Engineer
Posted On
9th Jan 2019
Job Ref code
031218001584
Job Description
Job Description:
    Job Description - Customer Success Associate

    Our customers are central to our business and were looking for a Customer Success Champion who can own the entire post-sales relationship, including onboarding, retention and upselling. This is a highly challenging role that will involve building strong relationships that persist through the life cycle of the customer.
    If you are excited about being the first point of contact for all of our customers, acting as the friendly face of our business, then youll love the job.

    What you will do:

    Customer Onboarding

    1, Understand current organization structure and details of calls received/done by the contact center.
    2. Understand customer processes for Quality Analysis of their current contact center metrics and how they track performance of agents, follow compliance issues etc.
    3. Align Observe.AI capabilities and tools with customer requirements.

    System Configuration:

    1.Configure the Observe.AI dashboard with parameters critical for the customer.

    Review and follow ups:
    1. Periodically check-in with the customers to understand how they are using the tool and what other features can be beneficial for them to be successful.
    2. Review how the system is running in the 'live' environment system accuracies, recall, precision.
    3. Work with product team to create feature roadmap and follow-up on progress on timelines daily scrums, customer success stand-up, weekly sprints.

    Communication:
    1. Track when and how the customer is using the product, draw insights from this usage and communicate the same to the internal team in the form of feedback.
    2. Frequent communication with the customer to update them with new features, best practices and case studies weekly update email for new features.
    3. Update the product team on new feature requirements based on customer feedback features customers find useful, features customers need to achieve their goals, features that can be applicable for multiple customers, prioritize feature roll-out.

    CS Automation:
    1. Devise methods to automate CS insights send weekly updates on customer tool usage.
    2. Generate reports on tangible/ non-tangible benefits the customer is witnessing through using the tool.

    What we are looking for:
    1. Atleast 1 yrs exp as a software engineer
    2. Atleast 2 yrs exp in a customer success role in a US based SaaS product companies
    3. Willing to work night shifts
    4. Should be comfortable working / engaging with product, engg teams (should have done this in the past)
    5. Exceptional oral and written communication skills
    6. Ok to travel on short notice (Upto 20% travel might be required)
    7. Start-up experience is preferred
    8. Customer success in mid-large enterprise products (>$1000 MRR) is preferred

Desired Candidate Profile
    Please refer to the Job description above


About Company

CIEL HR Services Pvt Ltd Our client is building a Voice AI platform for call centers. Its first product "Agent Assist" empowers call center agents to do their jobs better. The platform provides the agent with real-time feedback on customer sentiment and guides them on next best action during the customer call. The AI platform listens to the call stream in real time, uses deep learning and natural language processing (NLP) to understand the context and generates suggestions and guidance for the agent.
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