Product Specialist - Kolkata

Role Description:
You love data and find it thrilling to solve complex problems with quick workarounds. The hustle is relentless as client relationships and understanding plays an equally important role. Being a part of the customer facing team, to understand the vision of the product and have compassion and empathy towards the goal of the client, plays a pivotal role in impacting organizational brand and revenue. Product should come naturally to you with a knack of innovation. To top it all, clear and outcome oriented communication between client and internal teams is non-negotiable. Discipline to meticulously follow a well chakled out implementation plan at client institution will be required throughout.

Future Roadmap:
We know we ask for a lot, hence there is a clear future roadmap to this role. You will have complete understanding of Client relationship management, SaaS implementation and Product understanding in this role. You can then choose to take a bigger role as Senior Manager, Customer Success.

Key Responsibilities

Product Adoption: Develop strategic and tactical initiatives to maintain and improve customer onboarding, retention and engagement. Benchmark progress on a quarterly basis, gather program measurements, and track and analyze the data to ensure achievement of the business goals agreed.

Account Management: Deliver on customer enablement initiatives with the objective of improving CSAT and adoption of CollPoll platform. Lead regular status meetings with customers to review open initiatives and address any challenges impeding successful use ofCollPoll. Diffuse customer conflicts effectively through rational and balanced resolution techniques often turning issues into opportunities to strengthen relationships. Develop and maintain long-term relationships with stakeholders in your account portfolio, where appropriate, by networking between customers and channel partners.

Customer Empowerment: Be the Voice of the Customer and a strong advocate for your customers' interests to the organization. Gather customer product feedback and communicate with product management and engineering to shape the product development roadmap. Identify use cases not yet covered by our current platform / patterns on issues faced by customers.

Minimum Skills

• Good communication Skills
• Good Understanding of MS Excel
• Good Knowledge in My SQL
• Understand customer KPI and goals
• Great organizational and time management skills, and experience working with remotely distributed global teams in different timezones.
• An understanding of API architecture and use cases is add on
• Motivated and positive approach to solving customer problems large and small
• Passion for technology and for contributing to a fast-growing SaaS company
• Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Engineering)
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption Someone who understands the nature of working at a startup company

*This will be client location based role and candidate needs to travel to college campus on a daily basis. *