We at Zoop.one are looking for a technically savvy Customer Success executive who possesses a strong drive for results.

Duties for the Customer Success Executive will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and minimizing churn. You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests. You should be able to contribute to creating and maintaining good customer relationships and ensuring smooth onboarding.

Job Role

Develop and manage client portfolios.

Sustain business growth and profitability by maximizing value.

Analyse customer data to improve customer experience.

Hold product demonstrations for customers.

Improve onboarding processes.

Mediate between clients and the organization.

Handle and resolve customer requests and complaints.

Minimize customer churn.

Aid in product design and product development.

Operate as the lead point of contact for all matters specific to our customers

Support and coordinate with the tech team to ensure seamless delivery to clients

What You’ll Do

Own the product knowledge base

Map customer journey and identify improvements at every stage

Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success

Develop a trusted advisor relationship with key customer stakeholders

Be the product champion, interpret customer insights to drive change in product and act as a voice of the customer to the Product team

Manage the Customer Success strategy for tracking and reporting on client health and reducing Customer Churn

Create and perform Monthly/Quarterly Business Reviews for ensuring customer retention and expansion - effectively delivering results to key stakeholders

Raise open issues with cross-functional teams and take ownership of resolving the issues in a timely manner

Constantly work towards providing innovative strategies for delivering customer delight

Engage with clients to understand the nuances of their work processes and the resulting needs and pain points.

Must Have

Tools and Skills Required

Highly organized and able to multi-task.

Communication skills

Self-driven and proactive nature.

Excellent communication and interpersonal skills.

Experience in SAAS based product, CRM or ERP.

Knowledge of customer success processes.

Experience in document creation.

Patient and active listener.

Passion for service.

Have high proficiency in Microsoft Office (Excel, Word, PowerPoint)

Good To Have

You should be passionate about engaging customers and expanding their use cases through our product

You have strong problem-solving skills and are great at finding creative solutions and workarounds when needed

You have good data analysis and data-driven decision-making skills

Strong project management skills

Experience

3+ years proven track record in an enterprise account management role (Customer Success, Relationship Manager, etc.)

Strong Technical Background.

What’s attractive about us?

We offer a suite of memberships and subscriptions to spice up your lifestyle. We believe in practicing an ultimate work life balance and satisfaction. Working hard doesn’t mean clocking in extra hours, it means having a zeal to contribute the best of your talents. Our people culture helps us inculcate measures and benefits which help you feel confident and happy each day. Whether you’d like to skill up, go off the grid, attend your favourite events or be an epitome of fitness. We have you covered round and about.

• Health Memberships
• Sports Subscriptions
• Entertainment Subscriptions
• Key Conferences and Event Passes
• Learning Stipend
• Team Lunches and Parties
• Travel Reimbursements
• ESOPs
  

That’s what we think would bloom up your personal life, as a gesture for helping us with your talents.

Join us to be a part of our Exciting journey to Build one Digital Identity Platform!!!

Skills:- Customer Support, Customer Success, Customer Retention and Customer Relationship Management (CRM)