Customer Success management Senior Analyst
Designation: Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 Years
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What would you do? Ensure new customers see immediate success and value by providing technical help during onboarding and post go-live phase • Coordinate and execute activities with customers via web-based meetings, phone, and email throughout the various stages of onboarding • Churn Risk Identification: Monitor customer health scores and usage data to identify early signs of dissatisfaction or potential churn. • Retention Strategies: Develop and implement targeted retention strategies to address customer pain points and improve satisfaction. • Customer Feedback: Collect and analyze customer feedback to identify areas for improvement and work with internal teams to address these issues. • Execute high level troubleshooting and drive resolution of customer issues as quickly as possible. • Provide recommendations for upsell and cross sell of Vertex solutions • Identifying and assessing The team helps assess, design, build and implement best practices on process, organization, and technology to create, execute, and run a collaborative sales and support roles. Provide support for lead/opportunity generation: conduct calls / send emails / connect via social media to generate leads, schedule first meetings for sales/pre-sales, conduct customer surveys, identify participants for events, and bring awareness of the product or offering on behalf of sales/marketing teams."
What are we looking for? "Experience in working on · MS Office Suite · Salesforce · Gainsight · Power BI · Smartsheet • Bachelor’s degree and 2-plus years of relevant work experience, preferably in Cloud technology implementation, project management and support • Experience in implementing solutions on Major cloud platforms • Proven track record of onboarding and supporting customers to deliver high customer satisfaction, advocacy, and loyalty • Experience navigating and steering customer engagements to completion with a high level of customer satisfaction • Strong listening and verbal communication skills • Familiarity with common customer success and CRM platforms such as Salesforce, Gainsight etc. • Experience in the enterprise, XaaS, cloud, or services space • An affinity for getting to know people and helping them solve their business problems
Roles and Responsibilities: Ensure new customers see immediate success and value by providing technical help during onboarding and post go-live phase • Coordinate and execute activities with customers via web-based meetings, phone, and email throughout the various stages of onboarding • Churn Risk Identification: Monitor customer health scores and usage data to identify early signs of dissatisfaction or potential churn. • Retention Strategies: Develop and implement targeted retention strategies to address customer pain points and improve satisfaction. • Customer Feedback: Collect and analyze customer feedback to identify areas for improvement and work with internal teams to address these issues. • Execute high level troubleshooting and drive resolution of customer issues as quickly as possible. • Provide recommendations for upsell and cross sell of Vertex solutions • Identifying and assessing potential risks of churn and developing and implementing risk mitigation strategies • Monitoring and reporting on the effectiveness of risk management processes • Collaborating with various departments to ensure risk management practices are integrated into daily operations • Set and manage expectations monitoring customer’s achievements, and measuring KPIs and success metrics to minimize risks of churn • Where required, coordinate effectively with client agencies and third parties to drive desired outcomes • Become well versed in all solutions and be current with product knowledge and new updates • Maintain records of any issues, questions, or requests; collaborate across internal teams to identify areas for continued improvements; and help streamline onboarding processes • Provide regular communication on the status of implementation both internally to the account team and externally to customer sponsors and executives • Provide insightful suggestions for improvements and enhancements that can be executed by-product and development teams.
Hyderabad
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