Customer Success Specialist

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Support the post-sales customer lifecycle as it relates to customer adoption, on-going support, program optimization, and expansion.

Experience

2 - 5 years

Job Type

Full time

Location
  • Pune
Date Posted

Jan 12, 2024

ProMobi Technologies is one of the leading Enterprise SaaS products company headquartered in Pune, India. Our product portfolio includes - Unified Endpoint Management (UEM) solution, Push-to Talk & team communication platform, Consumer Finance and Hardware as a service (HaaS).

We’re growing and so is our team! We are looking for passionate, self-motivated & energetic individuals to join our dynamic team that’s on the frontline to facilitate growth across our products.

About the role

Promobi is looking for a Customer Success Specialist for our B2B SAAS product Scalefusion, you will be a pivotal part of our company’s commitment to delivering exceptional customer experiences. You will engage with clients, understand their needs, and proactively ensure their success in utilizing our products/services. Your role will involve building relationships, providing support, and serving as a liaison between our clients and internal teams.

What you will do:

  • Customer Relationship Management: Develop and maintain strong relationships with customers, serving as their main point of contact for inquiries, support, and guidance.
  • Revenue Generation: Collaborate closely with clients to understand their business goals and identify opportunities for upselling and cross-selling to generate revenue.
  • Onboarding and Training: Guide new clients through the onboarding process, ensuring a smooth transition and providing training on our products/services to facilitate their success.
  • Support and Issue Resolution: Address customer queries, troubleshoot issues, and provide timely solutions or escalate to appropriate teams for resolution.
  • Usage Monitoring and Analysis: Track and analyze customer’s product usage patterns to identify potential challenges or opportunities for optimization, and provide recommendations accordingly.
  • Proactive Communication: Engage with clients regularly to share updates, best practices, and new features that could benefit their operations.
  • Customer Advocacy: Act as a customer advocate within the company, communicating customer needs, feedback, and enhancement requests to relevant departments.
  • Retention: Develop strategies to increase customer retention rates.

What we want you to have:

  • Bachelor’s degree in Business, Marketing, or a related field (or equivalent experience).
  • 2-5 years of experience in a customer-facing role, preferably in customer success, account management. Open to work in the target driven role.
  • Enthusiastic to work in shifts (Day shift & US shift) in work from office mode.
  • Excellent communication skills, both verbal and written, with the ability to convey technical concepts to non-technical users.Strong problem-solving abilities and a proactive approach to customer issues.
  • Familiarity with CRM software (e.g., Hubspot, Jira) or similar tools.
  • Empathy and a customer-centric mindset, focusing on delivering value and ensuring customer satisfaction.

Good to have:

  • Experience working with subscription-based software models.
  • Knowledge of agile methodologies and their application in customer success.
  • Overview of Mobile Device Management technology.
  • Understanding of leading and emerging mobile technologies along with working knowledge of Android, Apple & Windows Operating Systems.
  • Strong interest in the mobility industry.

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