Customer Success

We are looking for people who can take the ownership of the Customer success team and who love the job of making customers happy, who love making customers successful, an entrepreneurial spirit and passion for customer satisfaction and who can understand the pain of customers.

The primary role of Customer Success would be to evaluate how customers utilise our product and identify areas for improvement for maximising retention. As CST, you will have to take the lead in maintaining relationships with the existing customers where your role is not limited to just training the customer s team but also providing actionable insights to the customer.

Key Responsibilities

• Facilitating the successful onboarding of new customers
• Assessing customer requirements, solving problems, anticipating future needs, and generally serving as the customers voice within NeoDove
• Establish clear retention goals and process milestones for the customer and employees to work on.
• Increasing customers LTV and reducing churn
• Achieving annual renewal and upselling revenue targets
• Create and cultivate deep and meaningful relationships with our customers and build their loyalty towards NeoDove, by continuously displaying the value proposition and benefits of NeoDove.
• Get their feedback and represent their voice within the relevant decision junctions to improve our products.
• Assist in creating training courses and educational materials for other members of the department.
• Implementation and execution of systems and handholding of customer s team to train them and improve onboarding process
• Work diligently towards improving all aspects of the customer experience with NeoDove.
• Handle and resolve customer requests and complaints
• Ensuring that any problem or concerns is resolved in minimum time possible
• Analyse and communicate with customers in overall performance and execution of action plans.
• Use your analytical skills to provide expert advice and data-driven recommendations to generate growthmopportunities for our clients.
• Present your analysis and recommendations to the client and provide diligent support to answer any questions they could have regarding NeoDove.