Candidate would be the part of Customer success team; one would be responsible for focused on
customer loyalty and building close long-term client relationships. One would work with the support role
to address all customer requirements.
Responsibilities/ Duties
• Evaluating business processes, anticipating requirements, uncovering areas for improvement, and
developing and implementing solutions.
• Leading ongoing reviews of business processes and developing optimization strategies.
• Performing requirements analysis.
• Documenting and communicating the results of your efforts.
• Effectively communicating your insights and plans to cross-functional team members and
management
• Gathering critical information from meetings with various stakeholders and producing useful
reports.
• Working closely with clients, technicians, and managerial staff.
• Providing leadership, training, coaching, and guidance to junior staff.
• Ensuring solutions meet business needs and requirements.
• Performing user acceptance testing.
JD – Enter Title Here ** Confidential and Internal ** P a g e | 2
• Managing projects, developing project plans, and monitoring performance.
• Updating, implementing, and maintaining procedures.
• Prioritizing initiatives based on business needs and requirements.
• Monitoring deliverables and ensuring timely completion of projects.
• Clearly communicate account setup requirements and expectations with customers and key
stakeholders
• Develop a deep understanding of customers' business and operational objectives
• Listen and respond to customers’ needs and concerns through chat/email/calls proactively
• Analyse and showcase customer data to improve the user experience.
• Research and provide answers or solutions as needed
• Document and update customer records based on interactions
• Take lead on process improvement and automation
Criteria for the Role!
• 3+ years of experience in a customer-facing role at a SaaS company
• Excellent written and verbal communication skills
• Strong SCM fundamental knowledge
Competency
• Must be good team player
• Multitasking
• Must possess problem solving outlook.
• Aptitude to acquire deeper Product Knowledge
• Basic understanding of the technology stack, and programming concepts
• Exceptional analytical and conceptual thinking skills
• Advanced technical skills.
• Excellent documentation skills.
• Fundamental analytical and conceptual thinking skills.
• Experience creating detailed reports and giving presentations.
• Competency in Microsoft applications including Word, Excel, and Outlook.
• A track record of following through on commitments.
• Excellent planning, organizational, and time management skills.
• Experience leading and developing top-performing teams.
