| Job Title: |
|
Customer Success Associate (CSA) |
| Category: |
|
Client Services |
| Job For: |
|
Student/Alumni |
| Total Positions: |
|
35+ |
| Job Location: |
|
Lahore |
| Gender: |
|
Both |
| Age: |
|
18 to 35 years |
| Minimum Education: |
|
Bachelors |
| Career Level: |
|
Experienced Professional |
| Minimum Experience: |
|
3 Years |
| Salary Range: |
|
PKR 30,000 to 50,000 per Month |
| Apply By: |
|
Oct 1, 2015 |
| |
|
|
| |
|
|
|
|
| Job Description: |
Summary:
As a Customer Success Associate (CSA) owning the success of SoloInsights customers is your mandate. You will own and manage the end-to-end customer journey, maintain strong relationships, increase customer loyalty, ensure product adoption, reduce churn, and serve as a strategic partner with key stakeholders to create customer growth opportunities. The CSA is someone who is passionate about working with customers, an effective multi-tasker, exercises sound business judgment, and is a trusted advisor who helps customers achieve their goals.
The core responsibility of a Customer Success Associate (CSA) is to take a customer from sold to we love you. You will work together with other SoloInsight staff (often managing the process) to help the customer maximize success with our technology platform. Oftentimes you will be helping customers implement their most exciting initiatives to date so we want someone who is full of energy and also excited about our technology platform and the work they will be doing. And of course, if we all do our jobs right, the customer ends up loving us and our technology platform because we helped them achieve their goals and be successful.
Duties and Responsibilities:
- Build and maintain post-sales relationships ensuring successful deployment and maximum product adoption
- Provide training to customers on product features that are aligned to the customer's key business issues for optimal understanding and maximum utilization
- Monitor product engagement and customer health for a portfolio of accounts and intervene as early as possible if and when required
- Arrange and lead regular status meetings with the customer to review open support issues and address any challenges impeding resolution
- Respond promptly to customer inquiries and requests, addresses and resolve customer needs
- Serve as the voice of the customer and communicate to team members to inform the product roadmap, sales and marketing messaging and services processes
- Continuously evaluate and identify opportunities for up-selling and process improvements that positively impact the customer's experience
- Provide multi-channel technical support to customers and their end-users
- Analyze customer feedback to create standards for continuous process optimization
- Provide world-class technical support to customers which may include, but will not be limited to, troubleshooting issues with browsers and operating systems on desktops, laptops, tablets, and mobiles
- Develop proficiency leading to expertise in the use and management of tools (i.e. OTRS, Hamachi) for tracking and managing customer support instances
- Use remote software to demonstrate application functionality and gather information to resolve customer issues
- Analyze information to determine, recommend, and plan the implementation of a new system or modification of an existing system
- Predict and measure the outcome of software implementations at customer sites
- Communicate in an easy and understandable manner complex analyses to both colleagues and customers
- Facilitate the go-live support of new installations and major upgrades
- Remain on-call for highly critical system issues and for strategic accounts
Knowledge, Skills, and Abilities Required:
- At least 3 years of experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
- Proven ability to drive continuous value of our product(s).
- Familiarity working with clients of all sizes.
- Impeccable written and verbal communication skills.
- Detail oriented and analytical.
- Youre driven: No one needs to push you to excel; its just who you are.
- Thrives in a multi-tasking environment and can adjust priorities on-the-fly.
- Proficient in Microsoft Office and other day-to-day software applications.
- Eager to learn, adapt and perfect your work; you seek out help and put it to good use.
- You want to help and serve our customers: They win, so you win.
Culture and Attitudes/Traits:
- Work as a team leave no teammate behind
- Demonstrate a positive attitude every day
- Possess passion and love what you do
- Be solution oriented never say try or cant
- Demonstrate excellence by going above and beyond for the benefit of teammates and the company
- View mistakes as an opportunity to learn rather than as a negative situation
- Never be afraid to ask for help
|
| Company Information |
|
|
Company Name: Soloinsight Pvt. Ltd.
Company Description:
Soloinsight Pvt Ltd is a subsidiary of SoloInsight Inc, USA, provides technology solutions using an identification platform of integrated software and sensors to help customers manage critical resources – security, personnel, assets, and visitors – while maintaining compliance. Through 10 years of engagement with our customers, we have crafted accurate, swift, and elegant recognition solutions
|
|
