- Customer Understanding and Relationship Management:
- Understand customers’ business and program objectives.
- Help build loyalty by creating an excellent relationship with the customers.
- Serve as the voice of the customer and provide internal feedback to Product, Content, and other teams.
- Product Adoption and Customer Support:
- Drive product adoption and ensure exceptional user experience.
- Discover and solve stated and unstated customer problems.
- Manage the entire customer lifecycle: onboarding, planning and implementation, deployment, and ongoing usage.
- Monitor customer usage throughout the lifecycle and run standardized plays to mitigate churn.
- Alongside support teams, resolve issues faced by customers and manage complaints to maintain trust.
- Account Health Management:
- Manage account health and identify opportunities to improve the product offering.
- Use analytics to identify usage patterns and create metrics.
- Understand product capabilities to craft the perfect solution.
- Educate customers on Cleartax's best practices and self-service.
- Internal and External Communication:
- Maintain a deep understanding of ClearTax solutions and content.
- Educate customers about relevant features and functionality for their business needs.
- Understand the product philosophy and roadmap to articulate them during customer discussions.
- Experience:
- 1+ years of experience using customer success software, CRM software, and Google Applications.
- Experience working with clients in the technology or SaaS industry is preferred.
- Skills and Attributes:
- Fanatical about customer success and tenacious at driving long-term customer value.
- Flexibility to adapt to the demands of the business.
- Self-starter with a proven track record of driving customer success at all levels.
- Ability to handle stressful situations and meet deadlines effectively