Profile: Customer Success Specialist
Salary: 5.5-10LPA
Pan India: Work from home job
About SmartReach.io
We are building software to make business teams more smart, agile and productive. Our first product, SmartReach.io, helps business/growth teams automate email outreach and follow-ups, so they can spend more time on finding prospects, converting those, and hitting their quotas.
It’s an exciting time at SmartReach. We are a fast-growing company in the rapidly-evolving sales automation space and have an ambitious core management team that focuses deeply on overall productivity. We have a six day work week with flexible working hours and we only work remotely (permanent WFH)
What you’ll do in this role
- Own overall relationship with customers, which includes giving demos, managing on-boarding, post-sign-up follow-ups, training, increasing adoption, and ensuring high levels of customer satisfaction
- Maintain and develop customer success strategies, best practices, as well as customer help documentation (guides / product screenshots / tutorial videos), with the help of product and creative teams
- Communicate effectively with both internal and external senior-level management to understand customer needs, and communicate learnings
- Maintain existing customer success metrics (such as CSAT and NPS)
- Serve as day-to-day contact for assigned customers, building trust and rapport
- Collaborate, problem solve, and/or strategize upcoming customer meetings with team members
- Work with the product, sales and marketing teams to get customer testimonials and case studies
- Monitor and analyze Customer health, and take action by focusing on “at risk” customers to mitigate churn
- Help improve the product by gathering feedback, identifying recurring issues, and helping address these along with the product team
What are the perks of joining SmartReach?
- Opportunity to work with a fast-growing, early-stage technology company, serving global customers
- Exposure to Customer Success strategies on a global scale
- Permanent Work from anywhere (Remote Working)
- Comprehensive health insurance for you and your dependents
- Competitive salary and success linked quarterly bonus
About you
Have you ever reached out to Amazon or Flipkart customer support when your order was delivered perfectly ? No, right ? Customer support is there to help empathize with customers and solve their problems.
- You are self-motivated and are willing to learn
- You have good communication skills, and can talk to customers / potential-customers via video calls / chat, where you understand their needs / use-cases, and demonstrate product functionality
- You are a problem solver / troubleshooter
- You have empathy for customers, but can handle pressure situations when necessary
- You are willing to invest time and learn our products deeply
- You are willing to learn about various support, marketing and sales touch points
- If you have basic software / coding knowledge, it will be an added advantage
- You should ideally have good writing skills
Where do we operate from and where are our customers based?
We’re a fully-remote team. Our customers are spread all over the globe with a majority in the United States, United Kingdom, India and Europe. Yes, you do get exposure to international clients and hence we would work in shifts. Rotation between day [9:30 am – 6:30 pm], evening [2:30 pm – 11:30 pm], and night [5:00 pm – 2:00 am] shifts.