Customer Success Executive Job in Ikigai Infotech Llp

SalesHandy is a suite of email productivity tools for professionals. We are having more than 2000+ customers and 20k+ users across the globe. A team of 35 people has made this happen. When it comes to Business Development I can say just a team of 10 made this happen.

Highlights of some of the key achievements of the Customer team at SalesHandy.

• Achieved an NPS score of 30.
• Rated 4.5 by more than 300 users in 2crowd, getapp, chrome store, and other software discovery portals.
• Adding more than 300 customers every month

Up next, the challenges we are looking forward to solve:

• Hitting 100k MRR goal (Adding 500 new customers a month)
• Reducing the churn rate by increasing the service standards (i.e on-boarding, demo, success etc.)
• Structuring the team to specialise on each functional activities i.e SDRs (lead qualification), AEs (demo & MRR $$), CS (Retention & Upgrades) etc.

Now your turn,

Are you customer-obsessed, flexible, smart and analytical, strategic yet execution focused, hungry and passionate about SaaS, experienced, and entrepreneurial leader with a strong work ethic? Interested in working in a high impact role?

If yes, this opportunity will appeal to you.

What will I be doing?

• Provide technical support and ad-hoc training to customers who use the company s product, replying to inbound queries.
• Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.
• Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.
• Handle and resolve customer requests and complaints.
• Report to the Customer Success Managers on revenue impacted results (weekly/monthly/quarterly)

Note: Major volumes of user queries that we get are through Chat & Email. Our major users are from American and European timezones, hence the shift timing will correspond to the same.

What key performance indicators will I own?

• Query resolution time
• Customer happiness score
• Avg. response time
• First Response time

What skills do I need?

• Excellent communication & writing skills
• Great problem-solving abilities
• Self-driven and proactive nature
• Patience when handling tough cases
• High computer literacy and ability to learn new software
• Knowledge of customer success processes
• Agile approach and being coachable at all times
• Passion for talking to customers all day, every day
• The ability to explain complex topics in easy to understand and concise language [English]
• Ambition, eagerness and the will to learn and improve upon your own skills

Why work with us

• Opportunity to work with customers across the globe
• Excellent growth opportunity and open culture to ensure best ideas win!
• Well defined training program to enhance your skills
• Clear career path with on job career guidance
• Be a part of learning culture
• Be a part of
• Leverage the of working in product based company