Customer Success Representative

• Clients onboarding
• Own the clients once onboarded
• Clients calls and follow up emails.
• Build sustainable relationships and trust with customer through open and interactive communication
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Preparing help documents for clients
• Coordination with clients on their requirements/enhancement requests and take final sign-off
• Help in UAT during the sprint release
• Coach/guide/mentor clients about product new features/enhancements
• Assuring client satisfaction
• Coordination with other internal/external stakeholders for smooth delivery
• Should be able to take ownership of the tasks assigned
• Keeping close eyes on support tickets and coordinate with respective hub members
• Provide accurate, valid and complete information by using the right methods/tools
• Keep records of customer interactions, process customer accounts and file documents
• Take the extra mile to engage customers

Skills

• Proven customer support experience or experience as a Client Service Representative
• Excellent communication and presentation skills
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices like Salesforce or any other ticketing systems
• Customer orientation and ability to adapt/respond to different types of stakeholders
• Ability to multi-task, prioritize, and manage time effectively
• Should be go-getter and self-disciplined