Client Experience Specialist

Quantum Leap Learning Solutions Pvt Ltd; Bengaluru; Hybrid; INR 800,000 - 1,100,000; Full time

Job summary

Quantum Leap Learning Solutions Pvt Ltd is seeking a Client Success professional to onboard new clients to Growth OS, educate on features and AI capabilities, and drive product adoption. You will monitor early engagement, resolve issues, and serve as the primary liaison between clients and technical teams to ensure value realization.

Responsibilities include maintaining documentation, collecting feedback, and collaborating with Product, Engineering, QA, AI, and Support to enhance the client

Responsibilities

• Build strong relationships with clients by understanding their business goals; conduct regular follow-ups to ensure clients continue to receive value from the platform.
• Identify opportunities to improve client engagement and overall experience.
• Work towards increasing client satisfaction and long-term product adoption.
• Serve as the first point of contact for functional and product-related client queries.
• Provide timely and effective resolutions for client concerns.
• Coordinate with the Technical Support team for technical issues requiring further escalation.
• Ensure client queries are tracked and resolved within defined service levels.
• Capture client feedback, feature requests, and improvement suggestions.
• Identify recurring client concerns and communicate insights to the Product and Engineering teams.
• Participate in product improvement discussions by representing client needs and ensuring alignment with product strategy.
• Maintain accurate records of client interactions, feedback, and resolutions.
• Develop and update Knowledge Base articles, FAQs, and client help documentation.
• Ensure all client interactions are properly documented for future reference.
• Collaborate closely with the Product, Engineering, QA, AI, and Technical Support teams to deliver a consistent, high-quality client experience and contribute towards continuous product enhancement.
• Take complete ownership of client concerns from identification through resolution, ensuring no issue is left unresolved.
• Analyze client problems, identify root causes, and work collaboratively with internal teams to implement effective solutions.
• Handle complex client situations with empathy, professionalism, and confidence while maintaining client trust.
• Make sound decisions and prioritize client needs in a fast-paced environment.
• Demonstrate initiative by identifying opportunities to improve client processes and workflows.
• Build client confidence by effectively communicating the value of Growth OS and its capabilities.
• Understand client business challenges and recommend relevant product features that help achieve their objectives.
• Address client objections with confidence while providing practical, value-driven solutions.
• Encourage adoption of new features and AI capabilities through consultative conversations.
• Identify opportunities to increase client engagement and product utilization.

Job description

• Conduct onboarding sessions for new clients and ensure a smooth transition onto the Growth OS platform.
• Educate clients on platform features, workflows, and AI capabilities.
• Drive product adoption by helping clients effectively utilize key modules and functionalities.
• Monitor client engagement during the initial onboarding period and proactively assist clients requiring additional support.

Client Success & Relationship Management

• Build strong relationships with clients by understanding their business goals and
• Conduct regular follow-ups to ensure clients continue to receive value from the platform.
• Identify opportunities to improve client engagement and overall experience.
• Work towards increasing client satisfaction and long-term product adoption.

Client Support

• Serve as the first point of contact for functional and product-related client queries.
• Provide timely and effective resolutions for client concerns.
• Coordinate with the Technical Support team for technical issues requiring further
• Ensure client queries are tracked and resolved within defined service levels.

Client Feedback & Product Improvement

• Capture client feedback, feature requests, and improvement suggestions.
• Identify recurring client concerns and communicate insights to the Product and Engineering teams.
• Participate in product improvement discussions by representing client needs and

Documentation & Knowledge Management

• Maintain accurate records of client interactions, feedback, and resolutions.
• Develop and update Knowledge Base articles, FAQs, and client help documentation.
• Ensure all client interactions are properly documented for future reference.

Cross Functional Collaboration

Collaborate closely with the Product, Engineering, QA, AI, and Technical Support teams to deliver a consistent, high-quality client experience and contribute towards continuous product enhancement.

Problem Solving

• Take complete ownership of client concerns from identification through resolution, ensuring no issue is left unresolved.
• Analyze client problems, identify root causes, and work collaboratively with internal teams to implement effective solutions.
• Handle complex client situations with empathy, professionalism, and confidence while maintaining client trust.
• Make sound decisions and prioritize client needs in a fast-paced environment.
• Demonstrate initiative by identifying opportunities to improve client processes and

Client Influence & Value Communication

• Build client confidence by effectively communicating the value of Growth OS and its capabilities.
• Understand client business challenges and recommend relevant product features that help achieve their objectives.
• Address client objections with confidence while providing practical, value-driven solutions.
• Encourage adoption of new features and AI capabilities through consultative conversations.
• Identify opportunities to increase client engagement and product utilization.