Customer Success Associate

About LineupX:

LineupX is an advanced AI-Powered SaaS platform designed for ed-tech companies,
revolutionizing their placement processes. Our platform helps high-growth ed-tech companies
and Training and Placement organizations streamline their placement workflow and connect
with thousands of potential employers. Recognized as a high-potential startup by SINE IIT
Bombay and backed by Upekkha, a global SaaS accelerator.

**** Role Overview:****

As a Customer Success Associate, you will play a crucial role in ensuring our customers
receive value from our products. You will be responsible for supporting customers throughout
their lifecycle—helping them with onboarding, addressing their issues, and assisting them in
fully utilizing our offerings. You will work closely with Customer Success Managers and other
teams to provide the best possible customer experience.

**** Key Responsibilities:****

• CustomerOnboarding: Assist customers during the onboarding process, ensuring a smooth transition and educating them on how to best use our product.
• CustomerSupport: Respond to customer inquiries through email, chat, and calls, resolving issues promptly and efficiently while maintaining a high level of customer satisfaction.
• Engagement&Adoption: Monitor customer usage and proactively reach out to ensure they are fully utilizing the product and achieving their desired outcomes.
• IssueResolution: Work with cross-functional teams (product, engineering, sales) to troubleshoot and resolve customer issues.
• CustomerFeedback: Collect feedback from customers and share insights with the Customer Success team to improve product features and customer experience.
• CustomerEducation: Provide customers with educational resources, such as product guides, webinars, and how-to documentation, to maximize their understanding and usage of the product.
• Proactive Outreach: Identify at-risk customers and work with the Customer Success Manager to re-engage and retain them.
• Tracking & Reporting: Maintain accurate records of customer interactions and activities, updating CRM systems and providing weekly reports on customer health metrics.
• Upsell &Cross-sell Support: Identify opportunities for upselling or cross-selling additional services and products, supporting the Sales team as needed.

Skills & Qualifications:

• Experience: 1-3 years of experience in customer service, support, or a related role, preferably in SaaS or technology-focused companies.
• Communication Skills: Strong verbal and written communication skills with the ability to explain technical information clearly to both technical and non-technical customers.
• Customer-Focused: Empathy for customer needs and a passion for delivering a positive experience; ability to build strong, trusting relationships.
• Problem-Solving: A proactive approach to identifying and resolving customer issues quickly and efficiently.
• Tech-Savvy: Comfortable learning and using software tools; experience with CRMs (e.g., Salesforce, HubSpot) and Customer Success platforms is a plus.
• TeamPlayer: Ability to collaborate effectively with cross-functional teams, including Sales, Product, and Engineering, to resolve customer issues.
• Organizational Skills: Excellent time management and organizational skills with the ability to handle multiple customer requests simultaneously.

**** Nice to Have:****

● Prior experience in a SaaS or tech environment.
● Experience with data analytics tools for tracking customer behavior and health metrics.
● Familiarity with customer success platforms such as Gainsight, Totango, or ChurnZero