Customer Success Executive Job at ScaleX

ScaleX is hiring for the role of Customer Success Executive!

Responsibilities of the Candidate:

• Plan, coordinate, and execute end-to-end operational workflows, including scheduling, logistics, content creation, and participant communication.
• Design and develop visually appealing presentations and materials using Canva or similar tools.
• Use Google Sheets to manage schedules, track participation, monitor performance, and generate insights for operational improvements.
• Collaborate with cross-functional teams (marketing, sales, content) to ensure operations align with business objectives.
• Manage webinar platforms, including technical setups, live broadcasting, recording, and post-event analysis.
• Handle customer support inquiries across channels (email, chat, phone), ensuring timely resolution of issues.
• Monitor performance metrics and analyze data to optimize strategies and enhance efficiency.
• Stay updated with industry trends and best practices to ensure innovative and effective operations.
• Develop standardized processes, documentation, and guidelines for operational and customer support workflows.
• Provide training and technical support to team members to ensure seamless execution.

Requirements:

• Experience: Proven experience in conducting or managing webinars, customer support operations, or other workflows, with a solid understanding of coordination processes.
• Design Skills: Proficiency in creating engaging presentations on Canva or similar design platforms.
• Communication: Excellent written and verbal communication skills to effectively manage operations, customer queries, and stakeholder engagement.
• Technical Expertise:Proficiency in webinar platforms like Zoom Webinars, GoToWebinar, WebEx, or similar tools.Understanding of webinar technology, including audio/video setups, live streaming, and troubleshooting.
• Customer Support Skills: Experience in handling customer queries via email, chat, or phone.
• Ability to resolve issues effectively and maintain a high level of customer satisfaction.
• Analytical Mindset: Proficiency in data analysis and reporting tools like Google Analytics, webinar platform analytics, and Google Sheets for organizing and tracking operational data.
• Ability to assess performance metrics and provide actionable insights.
• Organizational Skills: Detail-oriented and highly organized, capable of managing multiple tasks and deadlines. Proactive problem solver with a customer-centric approach to delivering exceptional experiences.