As
a Customer Experience and Support, you will be the primary point of contact for
our valued customers, ensuring their success and fostering long-term
relationships. You will be responsible for understanding their business goals,
proactively guiding them through our product/service, and advocating for their
needs within our organization. Your focus will be on driving customer
satisfaction, retention, and growth.
Key
Responsibilities:
- Customer Onboarding & Adoption:
- Lead the onboarding process for new
customers, ensuring a smooth and efficient transition.
- Develop and deliver training and
resources to maximize product/service adoption.
- Establish key performance indicators
(KPIs) with customers to track their success.
- Relationship Management:
- Build and maintain strong,
long-lasting relationships with assigned customers.
- Serve as a trusted advisor and
strategic partner, understanding their business objectives and
challenges.
- Conduct regular check-in calls and
meetings to review progress and identify opportunities.
- Proactive Engagement & Support:
- Anticipate customer needs and
proactively offer solutions and best practices.
- Monitor customer health metrics and
identify at-risk accounts.
- Address and resolve customer
inquiries and issues in a timely and effective manner, escalating when
necessary.
- Value Realization & Growth:
- Help customers realize the full
value of our product/service and achieve their desired outcomes.
- Identify opportunities for upselling
and cross-selling, collaborating with the sales team.
- Gather customer feedback and
advocate for product improvements and new features.
- Internal Collaboration:
- Work closely with sales, product,
and support teams to ensure a seamless customer experience.
- Share customer insights and feedback
to inform product development and strategic decisions.
- Contribute to the development of
customer success best practices and resources.
Requirements
- Must have 7 – 14 years of experience
in a customer-facing role, preferably in Customer Success in Mobile
Robotics, or a related field.
- Proven track record of building
strong customer relationships and driving customer satisfaction.
- Excellent communication,
interpersonal, and presentation skills.
- Strong problem-solving and analytical abilities.
- Ability to manage multiple priorities
and work effectively in a fast-paced environment.
- Qualifications: BE/ BTech/ MBA
Skills Required
- 7 - 14 years of experience in a customer-facing role
- Experience in Customer Success, preferably in Mobile Robotics or related field
- Proven track record of building strong customer relationships and driving customer satisfaction
- Excellent communication, interpersonal, and presentation skills
- Strong problem-solving and analytical abilities
- Ability to manage multiple priorities and work effectively in a fast-paced environment
- Qualifications: BE / BTech / MBA
What We Do
Marketscope is a technology company specializing in the development and integration of Advanced Driver Assistance Systems (ADAS) and the scaling of production-grade AI/ML applications. The company focuses on AI platform engineering and product stacks, targeting strategic enterprise accounts and government sales, particularly within the Indian market, while expanding its reach into new international industries.
