Customer Success Executive

About Link:

Website - https://linktoany.com/

LinkedIn - https://www.linkedin.com/company/linktoany/

Link To Any is building the largest, most open and affordable Integration Platform as a Service (iPaaS) for the Retail, Food and Hospitality Cloud ecosystem to enable millions of businesses to achieve automated operational data flows and instantly connect any number of apps. We are profitable, serving 10,000+ small businesses globally, growing at 20% month over month, and backed by some of the best angels and venture funds such as Menlo and Mucker. Our goal is to automate the operations for 1 Million+ businesses by 2025 which requires a few more exceptional people!

About the job role:

We are seeking a highly organised and detail-oriented Operations Support professional to join our B2B Integration Platform as a Service (iPaaS) company. In this role, you will be responsible for providing operational support and ensuring the smooth functioning of our software products and services. Your primary focus will be on assisting customers, troubleshooting issues, coordinating with internal teams, and optimising operational processes to enhance customer satisfaction and retention.

Responsibilities

Customer Support:

• Serve as the main point of contact for customer inquiries, issues, and requests related to our B2B SaaS products and services.
• Respond promptly and professionally to customer support tickets, emails, and phone calls, addressing their questions, concerns, and technical difficulties.
• Troubleshoot and diagnose software-related issues, working closely with customers to provide effective solutions or escalate to the appropriate teams for resolution.
• Document customer interactions, issues, and resolutions in a comprehensive and accurate manner in our support ticketing system.
• Collaborate with cross-functional teams, including product development and engineering, to ensure timely and satisfactory resolutions for customers.

Operational Efficiency:

• Identify areas for process improvement within the operations support function, aiming to enhance efficiency and customer satisfaction.
• Streamline support processes and workflows, implementing best practices and tools to improve response times and issue resolution.
• Conduct regular analysis of support metrics and performance indicators, identifying trends and areas for improvement.
• Collaborate with internal teams to ensure effective communication and knowledge sharing regarding customer issues and resolutions.
• Proactively suggest product enhancements or feature requests based on customer feedback and pain points.

Training and Documentation:

• Develop and maintain internal and external knowledge bases, FAQs, and documentation to assist customers and support team members.
• Create and deliver training materials and sessions to educate customers and internal stakeholders on product features, updates, and best practices.
• Collaborate with the product team to provide user feedback and insights, contributing to the ongoing improvement of our products and services.
• Stay up to date with industry trends, software updates, and customer needs to continuously improve the effectiveness of training and documentation materials.

Customer Success:

• Collaborate closely with the Customer Success team to ensure a seamless transition from the support phase to ongoing customer success and retention.
• Contribute to the development and implementation of customer success strategies and initiatives.
• Proactively identify opportunities to increase customer satisfaction, usage, and adoption of our products and services.
• Participate in customer success meetings and provide input based on your interactions and insights from the support function.

Required Skills and Qualifications

• Bachelor's degree in business, computer science, or a related field.
• Proven experience of 3+ years in operations support, customer support, or technical support roles, preferably in the B2B SaaS industry.
• Strong hands on experience with Excel sheet is a must.
• Experience with Accounting software will be a plus
• Should be comfortable/ able to work according to USA (Eastern/ Pacific Standard Time) time zones.
• Strong technical aptitude and ability to troubleshoot software-related issues.
• Excellent written and verbal communication skills, with the ability to convey complex technical information clearly and understandably.
• Strong problem-solving skills, with the ability to think critically and find creative solutions to customer issues.
• Familiarity with support ticketing systems and customer relationship management (CRM) software.
• Ability to manage multiple priorities and work effectively in a fast-paced, dynamic environment.
• Strong customer-centric mindset and a passion for delivering exceptional customer experiences.

If you are a customer-focused and technically skilled professional with a passion for B2B SaaS, we would love to have you on our team. Join us and play a critical role in providing exceptional support and ensuring the success of our valued customers.

Perks & Benefits

• Healthcare Insurance
• Variable Performance bonus
• Employment development plan
• Sponsored wellness programme