Sr. Customer Success Executive
(2+ years exp)Saleshandy
Job Location
Job Type
Full TimeVisa Sponsorship
Not AvailableRemote Work Policy
In office - WFH flexibilityPreferred Timezones
Relocation
AllowedSkills
Hiring contact
Vidhi SolankiThe Role
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 170k 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 specialise 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 you will 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 queries 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 timezones, hence the shift timing will correspond to the same.
What key performance indicators will you own?
- Manual upgrades/upselling.
- Customer happiness score
- Churn rate
- Retention rate.
You should have..
- 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 you should join Saleshandy?
- Opportunity to work with customers across the globe
- Excellent growth opportunity and open culture to ensure best ideas win!
- Well defined training program to enhance your skills
- A clear career path with on job career guidance
- Be a part of learning culture
- Be a part of a fast-moving & growth startup
- Leverage the benefits of working in product based company
How do we work at Saleshandy?
- We've adopted the OKRs methodology to define the business goals and measure progress.
- We're very much inspired by bootstrapped SaaS companies like Ahrefs, 37Signals, Close, VWO
- We believe in building great products and business in the long term.
BTW, for this role, you’ll be directly working with:
Yashal (Customer Success Head) & Dhruv (Co-founder).
Safe to say, these folks are passionate about what they do.
Our Taste and Style of Work:
- Iterate fast on early feedback 🔁
- Attention to detail ✨
- Deep. Easy. Effective.
- Don’t tell but show
Other Perks:
- Personal Development — an annual budget for books, courses, and conferences
- Medical Insurance — we offer health insurance allowance to all the teammates
- Annual team retreats — to amp up the entire team's energy every year, we take a retreat. you will decide the place. Check out our recent trip to Udaipur!
What's the interview process like?
- Step 1: You apply for the job (with your current portfolio).
- Step 2: Quick intro call with the HR Folks
- Step 3: First round with Yashal (Customer Success Head)
- Step 3: Work on a small assignment.
- Step 4: Second round interview to gauge if you are a good culture fit.
- Step 5: Job Offer (contingent on the above steps) & Welcome to the ikigai tribe!
- So, think we’re a good fit? Then let’s roll.