The Role
Guide new customers through onboarding with product demonstrations, personalized training, and setup support. Build strong relationships, resolve inquiries through support channels and tickets, provide ongoing customer assistance, and gather feedback for product improvements. Collaborate with internal product teams to address customer needs, maintain product knowledge, document interactions, and ensure timely, satisfactory customer outcomes.
Summary Generated by Built In
As a Customer Success person, you will play a vital role in customer onboarding and retaining by ensuring a smooth and successful transition for new customers, setting them up for long-term success with our products and services. You will be working with the product team to resolve the customer problems with higher customer satisfaction ratings.
Experience: 2+ years
Responsibilities:
- Welcome and guide new customers through the onboarding process, providing product demonstrations, personalized training, and addressing initial questions or concerns.
- Build strong customer relationships, fostering trust and ensuring a positive experience throughout the onboarding journey.
- Demonstrate in-depth product knowledge by staying updated on features and functionalities to guide customers through setup effectively and ongoing use.
- Proactively solve problems by addressing customer inquiries promptly and efficiently, identifying solutions, and ensuring satisfaction.
- Provide ongoing support to customers after the initial onboarding phase, ensuring they have the resources and knowledge to leverage the product's full potential.
- Effectively work on the customer support channels and tickets and address them to resolve.
- Gather and document customer feedback by actively listening to their needs and concerns, providing valuable insights for product improvements.
Requirements
- Clearly explain complex information, actively listen to customer needs, and build rapport effectively.
- An effective team player to work with internal teams to resolve the customer needs.
- Build trust and foster positive relationships with new customers.
- Stay updated on features and functionalities to guide customers effectively.
- Provide a positive and supportive environment for new customers.
- Identify and resolve customer issues efficiently.
- Juggle multiple tasks and ensure timely support for new customers.
- Accurately record customer interactions and feedback for continuous improvement.
- Familiarity with SME retail SaaS and the B2B landscape is a plus.
Skills Required
- 2+ years of experience
- Ability to clearly explain complex information and actively listen to customer needs
- Ability to build rapport, trust, and positive customer relationships
- Ability to collaborate effectively with internal teams
- Ability to identify and resolve customer issues efficiently
- Ability to manage multiple tasks and provide timely customer support
- Ability to accurately document customer interactions and feedback
- Familiarity with SME retail SaaS and the B2B landscape
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
BETTER LIVES :) is a Coimbatore-based technology company that helps startups and established businesses through SaaS and micro-SaaS application development, custom business software solutions, IoT and AI integrations, and long-term maintenance and outsourcing support. With more than 18 years of experience, it builds secure, accessible, cloud-first products and helps clients improve productivity, modernize operations, and bring user-centric digital solutions to market.
