Customer Success Officer Job in Gofrugal Technologies Pvt Ltd

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