Customer Success Specialist

ProdEX Technologies; Chennai District; On-site; INR 500,000 - 800,000; Full time

Job summary

ProdEX Technologies in Chennai is seeking a Customer Success Executive to ensure customer satisfaction and retention. You will engage with customers to understand needs, guide product usage, and foster long-term relationships as the primary contact.

Responsibilities include onboarding, training, advocacy, adoption monitoring, renewals, and CRM-driven reporting. A minimum of 2 years in a similar role and strong CRM skills are required.

Qualifications

• Minimum 2 years of experience in customer success or account management.
• Ability to communicate and influence stakeholders at all levels, including executive and C-level.
• Strong CRM knowledge and ability to identify at-risk customers.

Responsibilities

• Collaborate with sales to understand client needs before onboarding.
• Guide customers through onboarding and ensure a smooth transition onto the product.
• Conduct initial training and provide ongoing resources to maximize product value.
• Work with support to resolve onboarding issues and respond to inquiries.
• Build and maintain strong relationships with customers as the primary contact.
• Reach out proactively to offer support and best practices.
• Monitor usage to drive product adoption and upsell opportunities.
• Assist in renewals by demonstrating value and addressing concerns.
• Maintain CRM updates and deliver reports to management.

Skills

Stakeholder communication

Onboarding & training

Account management

Upselling

CRM proficiency

Education

Bachelor's degree in Business Administration

Tools

CRM

Job description

Job Summary

A Customer Success Executive plays a pivotal role in ensuring customer satisfaction and retention within a company. This position involves actively engaging with customers to understand their needs, providing guidance on product usage, and fostering long-term relationships to drive customer success and loyalty. The Customer Success Executive serves as the primary point of contact for customers, addressing inquiries, resolving issues, and advocating for the customer within the organization.

Responsibilities

• Customer Adoption: Collaborate with the sales team to grasp clients needs and pain points before initiating the onboarding process.
• Customer Onboarding: Guide customers through the onboarding process, ensuring a smooth transition onto the product
• Training: Conduct initial training sessions to familiarize customers with key features and functionalities. And provide ongoing training resources to help customers fully utilize the products features and maximize its value.
• Support: Collaborate with Customer Support team to address any technical hurdles during onboarding Address customer inquiries, concerns, and technical issues in a timely and efficient manner.
• Relationship Management: Develop strong, trusted relationships with customers, becoming a reliable point of contact for their needs.
• Proactively reach out to customers to offer support, provide updates, and share relevant resources or best practices.
• Product Adoption and Engagement: Monitor customer usage patterns and identify opportunities to drive increased adoption of the product Offer personalized recommendations and strategies to help customers maximize the value they derive from the product.
• Employ a consultative sales approach to up-selling products
• Assist in the renewal process by demonstrating the value proposition of continued partnership and addressing any concerns or objections raised by customers.
• Efficiently leverage our CRM system to update and manage the customer database, and promptly deliver reports to management.

Requirements

• You must have prior experience (Minimum 2years ) in this role.
• You must demonstrate ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level. Must have the ability to juggle multiple account management tasks at a time, while maintaining sharp attention to detail.
• Must have excellent knowledge of CRM usage and ability to short list customers based on their drop out and low product usage.

Requires a degree in Business Administration or relevant field.

Shift Timings: 7 PM-4 AM (US Time Zone)

Location

Chennai, South India