Customer Success Executive. Job in Ahmedabad Allied-IT Jobs Ahmedabad

  • Ahmedabad, Gujarat, India

Saleshandy is a suite of email productivity tools for professionals. We are having more than 2000+ customers and 20k+ users across the globe. A team of 35 people has made this happen. When it comes to Business Development I can say just a team of 10 made this happen.

Highlights of some of the key achievements of the Customer team at Saleshandy.
• Achieved an NPS score of 30.
• Rated 4.5 by more than 300 users in G2crowd, getapp, chrome store, and other software discovery portals.
• Adding more than 300 customers every month.

Up next, the challenges we are looking forward to solving:
• Hitting 100k MRR goal (Adding 500 new customers a month)
• Reducing the churn rate by increasing the service standards (i.e onboarding, demo, success, etc.)
• Structuring the team to specialize on each functional activities i.e SDRs (lead qualification), AEs (demo & MRR $$), CS (Retention & Upgrades) etc.

Now your turn,

Are you a customer-obsessed, flexible, smart and analytical, strategic yet execution-focused, hungry and passionate about SaaS, experienced, and entrepreneurial leader with a strong work ethic? Interested in working in a high-impact role?

If yes, this opportunity will appeal to you.

What will I be doing?
• Provide technical support and ad-hoc training to customers who use the company's product, replying to inbound queries.
• Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.
• Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.
• Handle and resolve customer requests and complaints.
• Report to the Customer Success Managers on revenue impacted results (weekly/monthly/quarterly)

Note: Major volumes of user query that we get are through Chat & Email. We also have to jump on calls with clients over web conferencing. Our major users are from American and European time zones, hence the shift timing will correspond to the same.

What key performance indicators will I own?
• Manual upgrades/upselling.
• Customer happiness score
• Churn rate
• Retention rate.

What skills do I need?
• Excellent communication & writing skills
• Great problem-solving abilities
• Self-driven and proactive nature
• Patience when handling tough cases
• High computer literacy and ability to learn new software
• Knowledge of customer success processes
• Agile approach and being coachable at all times
• Passion for talking to customers all day, every day
• The ability to explain complex topics in easy to understand and concise language [English]
• Ambition, eagerness, and the will to learn and improve upon your own skills

Why work with us
• Opportunity to work with customers across the globe
• Excellent growth opportunity and open culture to ensure the best ideas win!
• Well defined training program to enhance your skills
• A clear career path with on job career guidance
• Be a part of the learning culture
• Be a part of a fast-moving & growth startup
• Leverage the benefits of working in product based company

Job details


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