Hi Folks....

We are Hiring ....

Experience- 1-2 years

Location - Bangalore

Shift Timings- US & UK Shift

Roles & Responsibilities

CS Coordinator

• Be both the Product and Customer advocate, ensuring concerns, questions or requests that arise from your “tech touches” with clients are fairly reviewed and responded to in a timely manner with improving the Customer Experience always a primary concern
• Build a high level of industry-related knowledge and project management skills on the job.
• Proactively engage with our entire customer base (primarily our lower ARR clients) via a “Tech Touch” / "Low Touch" abd one-to-many model to re-engage them and to ensure they realize value from the platform.
• Promote and coordinate our periodic health check campaigns, proactively managing health score trends and developing new outreach campaigns to address key opportunities and surfaced risk.
• Develop outreach strategies which scale across hundreds of customers, ensuring best practices and resources are shared regularly to support the best possible outcomes and customer health.

• Ensure we provide stellar self-service documentation in partnership with the Technical Support team, and Product teams; Drive customers to feel comfortable in a one-to-many and self-service service model, creating automation, innovating on ditigal-touch strategies, and developing a calendar of scaled touch points, while minimizing one-to-one touch points.
• Identify and evaluate tools and software required to build Dashboards as Reporting to provide feedback to our Customer Success Data and Enablement teams regarding trends we should action and address, as identified during your daily interactions with clients.
• Enhance your technical know-how while you participate in 1st Level Support as a way to build your product knowledge depth and breadth.

Knowledge Management & Training

• Refine your technical writing skills and craft your own “on-line presence” as you keep product documentation and videotaped guided walkthroughs up to date through KBA review & revision as well as contributing new articles.
• Write text for a “What’s New” Tip of the Month or help another writer review UI text for an upcoming feature and send to Team Lead and Senior Management for review.
• Hone your presentation and training skills and get to know products well enough to guide clients during campaigns.
• Keep up to date regarding new product features while attending product release trainings, enablement sessions, and ongoing Custmer Success team meetings.
• Help support our product goals by aiding in the suggestion of client training and onboarding materials and participation in quality assurance testing.

CS Coordinator Qualifications:

• Bachelor’s degree and at least 1 year in Customer Success, Relationship Management, Account Management, Customer Support or similar roles.
• 1 year + of previous hands-on experience supporting clients using hosted/ASP/SaaS software.
• Marketing Experience or scaled campaign program support a plus.
• Exceptional English written and verbal communication skills, highly organized, collaborative and detail oriented.
• Empathetic, positive attitude with a desire to help our customers reach their goals.
• Self-managed self-starter, confident and accountable for their work.
• Results-driven mentality, with a bias for speed and action.
• Comfortable in a startup environment - we move quickly and wear many hats!

Interested candidates can mail at [email protected]