Senior Customer Success Specialist

The ideal candidate is self-motivated, empathetic, passionate about helping others, can communicate effectively with diverse groups, and has a desire to build a positive relationship with our users. Knowledge of research writing is not a must; however, applicants interested in the domain are encouraged to apply! : )

Responsibilities:

• Convert leads that have signed up into active customers.
• Explain to prospects and customers how SciSpace works and how it can fit their needs.
• Help customers who face any problems during registration.
• Sustain business growth and profitability by maximizing value.
• Analyze customer data to improve customer experience.
• Hold product demonstrations for customers.
• Evaluate and improve tutorials and other communication infrastructure.
• Mediate between clients and the organization.
• Handle and resolve customer requests and complaints.
• Minimise customer churn.
• Aid in product design and product development.
• Work with the engineering team to identify, track, and manage technical issues.
• Turn the onboarding process into an amazing customer experience, and lead this initiative from ideation to implementation.
• Be responsible for customer experience metrics in the early stages of the customer journey.
• Own overall relationships with global clients, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them.
• Work with the sales and marketing team to drill down on customer references and develop case studies.
• Communicate effectively with senior-level management to understand customer needs, maximize retention and growth, and communicate learnings.
• Maintain existing customer success metrics and data as directed.
• Review the customer journey, identifying how it's supported, and take a consultative approach in helping clients overcome issues and achieve business goals.
• Work with Sales, Product, and Tech teams to ensure that customer requirements are well understood and delivered on time with the utmost quality.
• Collect feedback, monitor their satisfaction, and develop improvement plans to address concern areas.

Requirements:

• 6+ years of experience in customer-facing or relevant roles.
• You should have proven experience working in a customer service position, preferably at a SaaS organization, with excellent knowledge of the latest trends and techniques in service management.
• Ability to resonate with the concept of listening first, responding second.
• Should be able to use the product and understand the problems/hurdles faced by the user.
• Exceptional communication (authenticity and empathy) to resolve customer issues.
• Should be able to communicate about the product features in a way that is easy to understand.
• A desire to optimize workflow and automate repetitive tasks.
• Ability to work efficiently in a leadership role, take direction, and feel comfortable asking questions and offering help when needed.
• Tech-savvy: must have basic knowledge of different browser operations and be willing to work quickly to resolve technical issues.
• Highly organized and able to multitask.
• Self-driven and proactive nature.
• Excellent interpersonal skills.
• Knowledge of customer success processes.
• Experience in document creation.
• Ability to generate insights from structured and unstructured data.