Customer Success Associate

Mumbai, Maharashtra, in
Company: Cogno AI
Category: Sales and Related Occupations
Published on 2021-06-22 10:04:19
Job Description

This is a remote position.

The Job requires you to ensure that our Products are offering the right Return on Investment (RoI) to our clients post-implementation.



Requirements

Responsibilities:

  • Onboard new clients, help with necessary product training and maintain a profitable relationship with the clients.
  • Keeping a track of the usage of our Products across our clients.
  • Identifying the implementations where the usage of the Product is low and that the client is not getting the right RoI.
  • Identifying what has gone wrong, working with the Client, our Sales Team, and our Operations team to understand the exact reason for the lack of RoI, and establishing and implementing a plan of action to fix the same.
  • Conducting training sessions with the clients to ensure the right understanding of our Products.
  • Analyze customer data to improve customer experience.
  • Minimize customer churn.
  • Track and maintain good NPS and CSAT score for existing accounts, determine customer satisfaction, and use the findings to improve on areas of complaint.
  • Tracking and managing the Software License Renewals.

Eligibility:

  • Minimum 1 year of experience in Customer Success Management. Experience in a B2B Software Product would be preferred.
  • B. Tech in Computer Science or IT or equivalent degree would be preferred.
  • Fluent in Verbal and Written English.
  • Must have a laptop or desktop to work.

Others:
  • Proactive, Prompt, and Responsive.
  • Strong sense of responsibility and ownership.
  • Common sense and general aptitude.

Location: 

Powai, Mumbai (Currently remote work due to the COVID-19 Pandemic, until Company decides to operate from Mumbai Office after the pandemic subsides).

Benefits

  • Get a chance to shape your career in one of the most fastest-growing and dynamic spaces.

  • Get a chance to work with some of the largest enterprise clients like ICICI Bank, HDFC Bank, Kotak Mahindra Bank, etc. and understand their business model and operations.

  • Best of both worlds - Work experience of a startup and branding of Fortune 500 companies!





Requirements
Roles & Responsibilities Onboard new clients, help with necessary product training and maintain a profitable relationship with the clients. Keeping a track of the usage of our Products across our clients. Identifying the implementations where the usage of the Product is low and that the client is not getting the right RoI. Identifying what has gone wrong, working with the Client, our Sales Team, and our Operations team to understand the exact reason for the lack of RoI, and establishing and implementing a plan of action to fix the same. Conducting training sessions with the clients to ensure the right understanding of our Products. Analyze customer data to improve customer experience. Minimize customer churn. Track and maintain good NPS and CSAT score for existing accounts, determine customer satisfaction, and use the findings to improve on areas of complaint. Tracking and managing the Software License Renewals. Eligibility Minimum 1 year of experience in Customer Success Management. Experience in a B2B Software Product would be preferred. B. Tech in Computer Science or IT or equivalent degree would be preferred. Fluent in Verbal and Written English. Must have a laptop or desktop to work. Others: Proactive, Prompt, and Responsive. Strong sense of responsibility and ownership. Common sense and general aptitude. Some further details about the job: Location: Powai, Mumbai (Currently remote work due to the COVID-19 Pandemic, until Company decides to operate from Mumbai Office after the pandemic subsides).

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