We are looking for a seasoned Senior Customer Success Specialist with a technical background to join our team. The ideal candidate will have at least 5 years of experience in customer success or client-facing roles, with exposure to product support being a significant advantage. You will play a pivotal role in ensuring customer satisfaction, promoting product adoption, and driving customer success.
Key Responsibilities
- Serve as the primary technical point of contact for assigned clients, addressing inquiries and resolving complex technical issues.
- Assist customers in understanding and utilizing our products effectively to achieve their goals.
- Onboard new clients, ensuring a seamless transition and understanding of technical requirements.
- Collaborate with internal teams (Product, Development, and Support) to address customer feedback and enhance product offerings.
- Conduct periodic business reviews and technical assessments to ensure client satisfaction and retention.
- Proactively identify opportunities to upsell or cross-sell additional services and products based on client needs.
- Document and analyze customer interactions to improve service delivery and product performance.
- Provide support during escalations, troubleshooting technical issues and coordinating with the product team for resolution.
- Technical Background: Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
- Experience: Minimum of 5 years in customer success, client relationship management, or a related role.
- Product Support Knowledge: Experience or exposure in product support or troubleshooting is a strong advantage.
- Technical Proficiency: Ability to learn and explain complex technical concepts to both technical and non-technical stakeholders.
- Strong problem-solving and analytical skills.
- Excellent communication and interpersonal abilities to build strong relationships with clients.
- Proficiency in CRM tools (e.g., Salesforce, HubSpot) and familiarity with customer success metrics.
Preferred Qualifications
- Knowledge of SaaS-based products or technology-driven environments.
- Experience working with cross-functional teams in a dynamic environment.
- A collaborative and fast-paced work environment.
- Opportunities for professional development and career growth.
- Competitive compensation and benefits package.
- The chance to work with cutting-edge technologies and a diverse, talented team.
What We Do
HR Force was built with the vision of connecting the right people with the right business entity. We are firm believers in utilization of talent for the advancement & betterment of humankind, and live by a policy of "no talent goes unnoticed”.
Our Services include
Talent Acquisition Management
Culture & Employee Branding
Compensation & Benefits Management
Performance Management & Training Development
Internal Policy Creation and Implementation
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