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Job Description
Key Responsibilities
- Along with the department leader, you will help own the overall relationship with our customer base, which includes: initial onboarding and training, increasing adoption, ensuring retention, and ongoing satisfaction.
- Be the customer’s first point of contact. Act as the customer advocate and champion and work directly with our product team to help improve our products (feature requests, improvements, bugs)
- Help customers maximize the value of Softec products with absolute knowledge of the products
- Provide high levels of quality customer engagement ensuring they reach success as soon as possible
- Identify opportunities for growth by relaying information back to the sales team
- Provide technical support and ad-hoc training to customers who use the company’s product, replying to inbound queries, provide answers and be the go-to guide
- Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.
- Maintain the customers’ engagement results and needed information to measure KPIs related to delivering customer success.
- Help monitor customer health through available metrics and assessment and carry out follow-up actions as necessary.
- Along with the department leader, you will help to identify and resolve challenges with product adoption encountered by our customers
- Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.
- Track customer product usage, stakeholder engagement and other touch point parameters regularly
- Pay attention to customers’ details and complaints. Highlight any fluctuation in user behavior, flag any critical ticket raised and/ or any other escalations
- Track customer data using online tools. Generate reports on client portfolio behavior and performance
Job Requirements
What we are looking for
- Thorough knowledge of (or eagerness to learn about) the company’s products and their capabilities.
- Multi-tasking and time management skills
- Technical aptitude and the ability to understand and explain complex concepts in simple terms.
- Highly adaptable and quick to learn new information
- Passionate and highly motivated to meet and exceed both personal and professional targets
- Strong listening skills and ability to understand others’ viewpoints
- Great interpersonal and relationship-building skills.
- Customer service experience and a customer-centric attitude.
- A positive, polite, confident, sincere and friendly disposition
- The ability to solve problems
- Flexibility – we’re growing and evolving, and you’ll need to come along for the ride
- An eye for detail
- Should be a team player
