Customer success specialist

Are you a 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 you 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. We also have to jump on calls with clients over web conferencing. Our major users are from India.

What key performance indicators will you own?

Manual upgrades/upselling.
Customer happiness score
Churn rate
Retention rate.

You should have...

• 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 should you join RecordBook?

• Opportunity to work with customers across the globe
• Excellent growth opportunities and an open culture ensure best ideas win!
• Well-defined training program to enhance your skills
• A clear career path with job career guidance
• Be a part of the learning culture
• Be a part of a fast-moving & growing startup
• Leverage the benefits of working in product based company