发布 Sep 11, 2023 287 查看
Job Purpose:
The primary purpose is to be the trusted advisor and advocate for our clients. You will proactively engage with them to understand their needs, provide support, and ensure they maximize the value of our products. Your goal is to cultivate strong client relationships, drive product adoption, and ultimately contribute to our clients' success.
Main Responsibilities of the Job:
• Client Onboarding: Assist new clients in the onboarding process, ensuring they are set up for success. Provide guidance on product setup, configurations, and best practices.
• Product Training: Conduct product training sessions to educate clients on how to use our SAAS products effectively and efficiently. Tailor training sessions to meet individual client needs.
• Help center/Resources: Updating the help content and writing new content as we launch new features.
• Account Management: Act as the main point of contact for clients, building strong and lasting relationships. Understand their business objectives and challenges to provide tailored solutions.
• Product Adoption: Monitor client usage of our SAAS products and identify opportunities to increase adoption. Proactively address any issues or obstacles that may hinder adoption.
• Issue Resolution: Collaborate with the technical support team to ensure timely resolution of client issues and inquiries. Keep clients informed throughout the resolution process.
• Feedback Gathering: Solicit and gather feedback from clients regarding their experiences with our products and services. Share feedback with the product development team to drive improvements.
• Renewal Management: Identify and engage with clients at risk of not renewing their subscriptions. Develop strategies to mitigate churn and ensure client retention.
• Upselling and Cross-selling: Identify opportunities to upsell additional features or services that align with clients' needs and goals.
• Client Advocacy: Encourage satisfied clients to become advocates for our products. Leverage their success stories for testimonials and case studies.
Set of Required Skills, Knowledge, and Behaviors:
• Proven experience in customer success, account management, or customer support role.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and the capacity to empathize with client challenges.
• Ability to work independently and as part of a team.
• Familiarity with SAAS products and technology.
• Customer-centric mindset with a passion for helping clients succeed.
OkraTech Pk
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