Customer Success Specialist Job in Augray

Customer Success Specialist

Chennai,

Job Summary:

AugRay seeks an experienced Customer Success Specialist to manage active customer accounts across AugRay s core products and services. In this role, the Customer Success Specialist will have primary responsibility for the execution of client specific strategic plans for their assigned accounts. They will oversee the day-to-day account management activities for the assigned clients by working closely with other functional departments within the company. It will be necessary to support the Business Development team with renewals and upsell efforts. This position plays a key role in driving usage by managing ongoing customer deliverables, reporting, and resolving customer issues.

Responsibilities:

• Deliver the highest level of client satisfaction to client base while ensuring contract renewal and growth
• Ensure that all client contractual obligations are being met while communicating any contractual risks to the internal team
• Manage overall relationship with assigned customers which includes overseeing on-boarding, implementation, training, and implementing strategies to increase adoption, retention, and high levels of customer satisfaction
• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
• Track existing customer success metrics such as user adoption, engagement, and retention.
• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity and highlighting best practices
• Facilitate interaction and workflow between project team members to ensure deliverables are met on time
• Work with the sales and marketing team to gather customer references and develop case studies
• Prepare and deliver reviews for each account. Perform analytical reviews of client results and develop strategic recommendations and action plans aligned with client's goals and objectives
• Identify growth opportunities and partner with the sales team on renewals and upsells

Skills:

• 3-5 years of experience in client facing role such as customer success, sales or account management
• Bachler s degree with excellent written and verbal communication skills
• Experience in handling customers of all scenarios (happy and unhappy customers) across various countries
• Experience in a customer-facing role
• Strong verbal and written communication and project management skills
• A high level of professionalism and positive work behavior
• Analytical and process-oriented mindset
• Comfort working across multiple departments in a deadline-driven environment
• A desire to be an active team player, self-starter, and multitasker who can quickly adjust priorities
• Self-directed and proven ability to work independently
• Strong analytical, problem-solving skills