Customer Success Associate Job in Rapidops Inc.

About the Role:

A Customer Success Associate, is a product specialist who will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts may face with accuracy and efficiency.

In this role you will proactively engage with customers to provide strategic and tactical guidance to them in order to increase the value they acquire from Rapidops Products.

This role will be based out of Ahmedabad.

Responsibilities:

• Engage proactively with customers, understand and document customer s business flow and deep understanding of use-cases.
• Take ownership to onboard the customer by understanding the business requirement and provide best in class solutions.
• Share the best practices to the customer to Increase Product-Adoption & Customer Retention.
• Have deep product knowledge. Ability to showcase product demonstration (workable solutions for business use cases) and train the customers.
• Taking ownership of issues reported by the customers and seeing problems through to resolution by coordinating with internal cross-functional teams.
• Investigate, Identify, troubleshoot, and provide solutions to resolve customer issues. Properly record them to closure.
• Following standard protocols and procedures for escalation of unresolved issues to the internal product team.
• Learn and document newly released feature sets in the form of the knowledge base, blogs, and help articles.
• Use customer management tool (Salesmate) (Training will be provided to get familiar)
• Implement and support compliance with Rapidop s compliance and information security processes.

Requirements:

• You re based in Ahmedabad, or plan to shift here in nearby future.
• 1 2 years of work experience in any customer-facing or troubleshooting role or Tech Freshers.
• Clear, concise and effective written and oral communication skills.
• Empathy towards customers and understanding their needs.
• Interest, curiosity, and openness to learning new technologies.
• Good interpersonal skills and ability to collaborate with internal stakeholders as well as end customers.
• Flexibility in working in different shifts/regions. This is absolutely mandatory because we follow a rotational shift policy.
• You have the ability to work independently or in a cross-functional team.
• You have the ability to organize and prioritize workload in order to meet necessary deadlines.
• Able to work with geographically dispersed teams.
• That s not my job is not in your vocabulary.
• Continually update skills by learning new technologies relevant to the role.
• You believe in delivering back to the community and you do contributions toward it.
• Previous experience in a similar role in SaaS industry / product (preferable)
• Able to work with geographically dispersed teams.
• You re familiar with Jira or other process management tools that help make our jobs easier and more productive.
• That s not my job is not in your vocabulary.
• Continually update skills by learning new technologies relevant to the role.
• You believe in delivering back to the community and you do contributions toward it.