Customer Success Officer Job in Gofrugal Technologies Pvt Ltd

Customer Success Officer

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Job Summary

Purpose:

Customer Success Officer should be the voice of the customer, gather customer feedback and act as a 'Client Advocate'. Should ensure that the mapped customer base is happy, satisfied and stick on to the product there by minimizing the churn. Deepen solution use by up-selling, cross selling products, services and increase references from customers to improve solution usage.


Goals & Deliverables :

  • Owner in delivering delightful experience to customers who are on-boarded newly to GoFrugal during Welcome Call process. Ensure zero tolerance in terms of product implementation and training. Customer should feel confident about using our company s product
  • Ensure Feedback Audit happens periodically and prepare the customer to the status READY TO PAY at the time of renewal.
  • Responsible for converting Unhappy customers to Happy base by addressing the concerns of the customers by co-ordinating with respective Assure Care team
  • Analyse the unhappiness reason with root cause. Discuss with respective stake holders to avoid the same in future
  • Boost up customer references from the existing customer and ensure you are collecting minimum 3 reference a day
  • Co-ordinate with partners/field sales with respect to renewal payment collection in case of customer reachability is an issue
  • You do not feel satisfied without interacting with atleast 50 unique customers a day with minimum 20 feedback calls per day
  • Help sales & marketing by sharing customer success and happiness in social media platforms, with case studies, video etc. Minimum 3 reviews per day
  • Identify the opportunities to offer additional services/add-on products to customers, by understanding customer's needs.
  • Updating customer, keeping them in loop on changes to the product they are using and keep them updated on the latest enhancements.
  • You should reach out the lost customer to gain an understanding on why they left. Part of this process is about trying to win lost customers back.

Personality we expect:

  • You love taking Ownership and Problem-solving by seeing the opportunity for change in every challenge, You learn from failure rather pointing fingers
  • You should be adaptive and respond to unexpected situations
  • You should be proactive in approaching the lost customer and bringing back
  • You are a result oriented person who completes tasks without compromising on Quality
  • A strong believer in Social connect, not just with Customers but also with internal employees where collaborative success is achieved
  • You should be a fast learner who can learn everyday by planning step by step modules and does not expect class room training sessions
  • Strong affinity towards planning ones' tasks for the next day and also ready to share honest feedback, challenges, learning and emotions for the day
  • You should be able to communicate with customers from different cultures with empathy. Hindi/Telugu/Kannada/Malayalam language proficiency is sure an advantage
  • You are willing to work independently, tenacious, goal oriented and focused with one step at a time
  • You love an Agile work culture and embrace change to be an early adaptor and lead by example

Who will NOT fit in:

  • You are an individual rock star performer and not a team player
  • You feel that your job is done after you assign a prospect for demo/followup
  • You do not enjoy continuous feedback and learning
  • You feel like a victim while facing a challenge
  • You blame others instead of seeking help to get the job done when it matters
  • You are afraid to discuss challenges at work with your senior
  • You feel daily standups, weekly reviews and course correction are too much pressure
  • You just want a 9 to 5 job

Experience Required :

Fresher

Vacancy :

2 - 4 Hires

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