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Role –Customer Success Executive (Post Sales)

Looking to grow in a customer success role in a dynamic and fast paced SaaS environment ? NuVeda is the perfect place for you to explore your interests, use your strength to leverage your customer relationship.

Who we are?

A three-time award winner for the best product from eLearning Industry (2022), NuVeda established in 2006, is a fast-growing SaaS company with offices in Minneapolis, Chennai & Bangalore.

What do we do?

As a strategic growth partner in learning and development, we help our Customers Design, Deliver & Manage all their learning interventions at scale, Measure the business impact and Monetize the learning assets.

Our Vision & Culture

With a vision to build the "Google of Learning", we thrive in an open and honest organization culture where Autonomy, Alignment to Purpose, Integrity, Continuous Learning and Development are fostered to be future ready.

Why us?

We promise you an ambitious career path, compensation & benefits as per the industry standards and a team of high pots who pushes you to your limitless potential.

Role Summary

We are looking for people with the right mix of compassion, communication skills, and technical knowledge to get the job done.  

• As a Customer Success Executive, you will partner closely with the Director of Customer Success, Implementation and Onboarding team and product team to ensure our customers realise the maximum value from their investment.
• Build and maintain strong professional relationships with our domestic and global customers with the support of the team to coordinate operational tasks.
• This is a highly collaborative role, which requires excellent organization, clear communication and a passion for using data to drive successful partnerships.

Keen to know more about how you could contribute?  

• Maintain a detailed knowledge of our offering and the impact they can create for our customers.
• Coordinating and maintaining a detailed list of all tasks and communication with the client.
• Working closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
• Manage the process of creating review reports which will include : consolidating and maintaining reporting format, proof reading and pulling standard reports.
• Maintaining a task and discussion tracker to manage the timelines and go live details of the ongoing projects.
• Schedule regular/day-to-day client and internal meetings to understand the requirements, challenges and adoption status.
• Assisting the onboarding team for any new business set up activity that might arise from accounts.
• Proactively spot and correct any issues that could affect customer satisfaction or retention.
• Help CS Team drive customer references and case studies, and produce reports and presentations to explain insights and results to marketing professionals.
• Keep yourself updated about new products and services that could be of value to customer’s business.

• Co-ordinate with the QA team and Product team for timely closure of tickets and help the customer understand the usage.
• Handle customer escalations and ensure closure of the issues.

Desired Skills

• Any graduate/masters/engineering in computer science who is ambitious, energetic, and highly motivated to learn and grow in a fast-paced environment.
• -2 years of relevant experience in B2B customer facing roles.
• Knowledge of the SaaS ecosystem (good to have).
• Good communication skills, problem solving skills, solution oriented, logical thinking, analytical thinking, highly organized and active, proactive and learning ability will be highly desired.
• Account management and client relationship skills is preferred.

Job Title: Customer Support Executive

Location: Bangalore, India

Elocity is a cleantech start-up striving to make the world a better place through technology innovations. We are building a global infrastructure for making the transition to electric vehicles viable, affordable, and sustainable by working closely with the utilities, governments, and public.

Headquartered out of Canada, we are a team of highly specialized domain experts and problem solvers enabling utilities, public and private sector entities to successfully manage the demands of electric vehicle charging and its infrastructure needs to pave the way for electromobility in future.

To know more visit https://elocitytech.com/

Responsibilities:

Develop a deep understanding of the company's products and services to provide accurate and comprehensive support to customers.

Utilize your excellent product knowledge to effectively assist customers and address their queries and concerns.

Handle customer phone calls, ensuring professional and courteous communication.

Direct calls to the appropriate department for more complex query resolution, ensuring a seamless customer experience.

Proactively gather feedback from customers to identify areas of improvement and relay it to the relevant teams within the organization.

Establish and maintain positive relationships with clients and customers, both in person and over the phone.

Excel at handling customer inquiries, resolving complaints, and ensuring prompt and satisfactory resolution.

Utilize your strong communication skills to effectively convey information and provide clear instructions to customers.

Demonstrate proficiency in working with Excel workbooks for efficient data management and reporting.

Strive for continuous improvement in customer support processes and contribute to enhancing the overall customer experience.

Qualifications:

Proven experience in a customer support or related role, preferably in a fast-paced environment.

Excellent product knowledge and the ability to quickly grasp and understand complex concepts.

Strong communication skills, both verbal and written, with the ability to articulate information clearly and concisely.

Proficiency in handling customer inquiries and resolving issues in a professional and timely manner.

Ability to build rapport with customers and establish trust and credibility.

Proficiency in working with Excel workbooks for data management and reporting purposes.

Exceptional problem-solving and analytical skills, with the ability to think on your feet and provide effective solutions.

Good organizational skills and attention to detail.

Ability to work well under pressure and in a team-oriented environment.

Responsibilities

• Manage incoming calls, chat and emails from customers in a prompt and swift manner

• Identify & assess customer’s needs, clarify information and provide solutions and alternatives wherever applicable

• Manage and resolve customer complaints, escalate to concerned authority when necessary

• Build sustainable relationships and trust with customers through open and interactive communication

• Provide accurate & complete information to improve customer satisfaction leading to noticeable results

• Maintain records of every interaction and forward to concerned team member whenever necessary

Who can apply:

• Graduate from any stream
• 2+ years experience in a customer support role

• Strong Track record of performance 

• Strong listening , written and verbal communication skills

• Customer focus and adaptability to different personality types

• Ability to multitask, set priorities and manage time effectively

• Must be fluent in English, proficiency in other languages is an advantage.

• Familiarity with working Freshdesk/Zendesk/Zoho Desk is desirable 

• Be part of the customer success team and own a process in user onboarding journey

• Own the Revenue Operations end-to-end for our Customers; helping out Customers from post-sales to program onboarding.

• Ensure good customer experience and execute a feedback loop to improve the related processes

• Understand Crio’s product offerings and customer acquisition process

• Organize and manage work and report progress with CRM/Spreadsheets

• Good communication skills in English and Hindi (optional)

• 1+ years exp of customer handling roles preferred

• Motivation and drive to learn and grow in career

• Problem solving skills to handle work scenarios, take decisions and manage the work in a time effective manner
  
  
  

Desired Candidate Profile:

• The ideal candidate will have a strong mix of relationship management, strong analytical, business and technical skills.
• 6-10 years of overall delivery related (pre-sales, solutioning, delivery management or customer account management) experience preferably in the Cybersecurity/SaaS/hi-tech products.
• 2+ years experience in customer facing roles with customers in US/Europe/ME geographies.
• Ability to internalize the product offerings and can discuss solutions, benefits and trade-offs with the customers.
• Ability to build, maintain and leverage strong relationships with Business and Technology Decision Makers within each customer to influence solution adoption, create strong support for new opportunities and to secure their willingness to advocate on our products.
• Ability to multitask in a dynamic, fast paced environment
• Experienced at account management & growth through farming.
• Experienced at leading presentations and discussions with customer’s senior management teams
• Highly energetic, with a passion for helping customers achieve expected business outcomes

Qualifications:

1. Bachelors degree from Top institutes. MBA preferred
2. Excellent organization and project management capability
3. Excellent communications skills, both in written and verbal communications, with the ability to deliver effective presentations, group facilitation and one-on-one consultation is a must
4. Self started, self motivated, flexible and results driven
5. Experience using CRM tools

Preferred knowledge/skills:

1. Experience in Cybersecurity and understanding of network fundamentals. Good understanding of IT and Network Security fundamentals such as Firewalls, Proxies, and Web Security Gateways.
2. Experience working/leading teams in customer success functions for SaaS products.
3. Experience with Product Delivery Lifecycle