Customer Experience and Support (ID 1048)

As a Customer Experience and Support, you will be the primary point of contact for our valued customers, ensuring their success and fostering long-term relationships. You will be responsible for understanding their business goals, proactively guiding them through our product/service, and advocating for their needs within our organization.

Your focus will be on driving customer satisfaction, retention, and growth.

Key Responsibilities

Customer Onboarding & Adoption: Lead the onboarding process for new customers, ensuring a smooth and efficient transition. Develop and deliver training and resources to maximize product/service adoption. Establish key performance indicators (KPIs) with customers to track their success. Relationship Management: Build and maintain strong, long-lasting relationships with assigned customers.

Serve as a trusted advisor and strategic partner, understanding their business objectives and challenges. Conduct regular check-in calls and meetings to review progress and identify opportunities. Proactive Engagement & Support: Anticipate customer needs and proactively offer solutions and best practices. Monitor customer health metrics and identify at-risk accounts.

Address and resolve customer inquiries and issues in a timely and effective manner, escalating when necessary. Value Realization & Growth: Help customers realize the full value of our product/service and achieve their desired outcomes. Identify opportunities for upselling and cross-selling, collaborating with the sales team.

Gather customer feedback and advocate for product improvements and new features. Internal Collaboration: Work closely with sales, product, and support teams to ensure a seamless customer experience. Share customer insights and feedback to inform product development and strategic decisions. Contribute to the development of customer success best practices and resources.

Requirements

Must have 7 – 14 years of experience in a customer-facing role, preferably in Customer Success in Mobile Robotics, or a related field. Proven track record of building strong customer relationships and driving customer satisfaction. Excellent communication, interpersonal, and presentation skills. Strong problem-solving and analytical abilities.

Ability to manage multiple priorities and work effectively in a fast-paced environment.

Qualifications

BE/ BTech/ MBA