· Customer Onboarding: new customer onboarding by helping them realise the importance of our product.
· Account Escalations: Support or response to any alerts, red flags for some issue or any critical or overdue customer support ticket.
· Renewals: follow up on current month/quarter renewals to avoid any last-minute surprise
· Upsell and cross-sell: Expansion and upgrades are to be guided to the customers while managing their accounts.
· Periodic health checks: conduct periodic health of all the accounts and ensure the best practices have been followed.
· Customer Advocacy: Build and maintain the healthy customer relationship and helping them through renewals.
· Training and feature Announcements: Facilitate the training on the regular updates and new feature additions in the platform.
· SPOC for all accounts you’d be managing.
· Is often the first port of call for customers and is available to answer any inbound questions.
· Liaison between client and support team.
· Always put a smile on the customer.
What are we looking for in you
· Candidate with an affinity towards working for an exciting technology company with SAAS offering.
· Hands-on experience in handling customer on boarding, training, maintaining the relationship and understanding customer empathy.
· Understand the customer’s problem and providing the solution around it.
· Excellent communication and writing skills.
· Proactive attitude, Positive attitude and strong work ethic
· Strong sense of customer satisfaction.
Simplify360 is the leading Digital Customer Experience Platform with a goal #beyondORM #beyondListening #takecontrol. We have been helping brands and enterprises to enhance their digital customer experience and gain insights through data & analytics. With our AI driven conversation cloud and digital media command center, and real-time dashboards we are empowering our clients #beyondsocial. We have physical presence in India and US, and function through partners in APAC region. Our product is sold in over 100 countries directly or through partners.
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