Job Title: Customer Success Representative (CSR)

Location: India -Remote

Requirement: Full Time (Monday to Friday), Client’s Holiday Calendar shall apply

 

Shift: Fixed US business hours shift (6:30 PM – 4:30 AM IST)

Job Overview:

SoftClouds LLC is looking for Customer Success Representatives for the Customer Success department with a can-do attitude, a strong interest in learning new technologies, a willingness to adopt best practices from the existing customer success team, and the aptitude and work ethic to advance your career. This is an individual contributor position and will be responsible for working closely with the customer success managers, support team, development team, and product team to successfully plan and execute the client assignments. The Customer Success Representative (CSR) role is a highly skilled communicator and technical expert that engages with customers to accelerate their adoption of our products & solutions that transform their business and drive business outcomes. This role covers all aspects of program management from establishing report formats, to tracking, and reporting for the customer success engagements with our client. This position will be a primary dedicated concierge support for our customer success managers who will be owning their backend tasks. Execution experience in an onsite/ offshore model 24/7 is a must. We are looking for an aspirant who must be an expert in multitasking and can quickly transition from one task to the next. This role demands a strong personality, a passion for organization, excellence in effective communication, and a positive outlook.

Roles & Responsibilities:

• The Customer Success Representative (CSR) role is a highly skilled communicator and technical expert that engages with customers to accelerate their adoption of our products & solutions that transform their business and drive business outcomes.
• Relationship building: Cultivate strong relationships with our clients to foster loyalty and encourage contract renewals. Building loyalty to ensure long-term client retention by presenting product information, addressing customer issues and barriers to adoption and value realization. Work to ensure client renewals by proactively engaging with them prior to contract expiration.
• Upselling and cross-selling: Identify opportunities to upsell additional features or services to existing clients.
• The perfect candidate would be knowledgeable, conversant, and tightly aligned with industry best practices related to software modules and support processes.
• This role is responsible for guiding customers through closed-loop, issue-resolution with our products and acting as the primary contact for a segment of our installed base clients as well as new clients. Additionally, the CSR is responsible for delivery of targeted content and engagements intended to increase product awareness, share industry standard methodologies, and drive overall product consumption and business value.
• Customer feedback: Gather feedback from clients to identify areas for improvement and relay this information to the product development team.
• To bring strategic vision and tactical expertise to ensure every customer engagement is a success while also actively participating in our Knowledge Base where CSR collaborates with their peers and customers to share standard methodologies, issue resolution, and best practices.
• The CSR can effectively combine advanced technical knowledge with solid understanding of business priorities to provide accelerated and focused support for our customers, pivotal to helping customers realize value faster.
• This is an exclusively virtual role, leveraging email, IM, and digital assets intended to help our customers with a myriad of adoption challenges with our products’ offerings.
• Build out 30-60-90-day Success Plan for new customers transitioned from Solution Delivery.
• Managing product roadmap and maintaining a prioritized backlog of support tickets for enhancement and new requests from our clients, including advancing Jira-Tickets through the CS-Board (Kanban) on a periodic basis. Understanding the contract scope and creating/ signing Change Requests (CRs) forms, for out-of-scope works.
• Work directly with our Technical Support, development, and product teams (as necessary) to successfully escalate, manage, and resolve Zendesk support and Jira enhancement tickets within SLA.
• Account management: Serve as the main point of contact for clients, addressing any issues or concerns they may have. Act as a “Customer Success Concierge” assisting customers with navigation through our technical support, training and enablement gaps and requirements.
• Performance tracking: Monitor key performance metrics such as customer satisfaction, usage metrics, and revenue generated from accounts. Conduct monthly reporting on customers’ product/module usage (# of users, user roles/personas) and trends, and provide it to CS Leadership.
• Training: CSR will conduct training sessions for clients to ensure they understand how to use the product/service effectively. Subsequently, direct customers to our Learning Management System, Knowledge Base, and product assets/artifacts and educate on use. • Keep customers informed of upcoming products and mobile app releases ensuring no interruption of services, and understanding of new features/benefits, while ensuring adoption.
• Operational rigor for assigned clients: Updates to Salesforce, Tableau hours tracking, CSM hours tracking, continuous education. Solving & working on Tier 1 requests that are especially raised by the client.
• Expert in working with teams and clients across global locations and engaging via phone-VoIP and/or text-app chat with clients and/or SoftClouds’ team members during non-office hours.
• Experience working in a staggered 24x7 IT Operations or Network Operations environment. To be flexible working in IST Night shift (USA PST business hours shift), for up to 10 hours daily shift.

Skills & Qualifications:

 • Minimum 8 years of experience in Customer Success, Technical Support, or Customer Operations
  including direct experience managing enterprise customers for SaaS-based products and solutions
• Excellent written and verbal communication skills is essential.
• Ability to manage multiple customers and projects at any given time
• Ability to manage a diverse set of leadership stakeholders.
• Inclusive leadership and strong communication and presentation skills
• Clarity of approach and decision-making skills
• Analytical mindset and solution orientation
• Attitude for getting things done and enjoys problem-solving.
• Able to prioritize effectively. Having high visualization power
• Experience of working in Operations environment in large multi-national organizations
• High proficiency in using MS Office & collaboration tools.
• Ability to devise creative solutions for complex problems and document them clearly.
• Experience in an Agile SCRUM or Kanban environment preferred.
• Working experience/adept in Jira, Tableau, Confluence, and Zendesk

Ideally, you’ll also have:
• Ability to function in a rapidly changing, heavily matrixed, and virtual environment.
• Ability to prioritize, drive, and adapt to change quickly in a fast-paced environment.
• Culturally sensitive and capable of handling interactions with a “global mindset”.
• Ability to interpret large amounts of data and provide clear insights based on historic and forecasted data.
• Drive innovation and transformational agenda. Experience in a large Tier 1/2 IT, ITES, Consulting, or SaaS organization, managing multi-cultural and multi-location teams. Mandatory SaaS background with experience managing clients and engagements for SaaS-based products