Customer Success Associate

Full Time, Ahmedabad, India

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RAPIDOPS CAREERS

About Rapidops

Rapidops Inc. is one of the fastest-growing digital products and software companies in the USA. At Rapidops, we’re passionate about enabling companies and individuals to thrive in their work. We partner with leading companies of all sizes and shapes to help transform their businesses and industries with our advanced digital products, software, and services. Our products touch millions of lives daily, solve tough problems, and help to make the world a better place. And there is a lot more to build and transform.

About the Role:

We are seeking a Customer Success Associate to maximize value for our clients and their customers (end-users) through the successful implementation of our technology and services.

You will be joining the Customer Success (CS) team as a high-impact contributor, gaining exposure to a wide variety of challenges, processes and data that makes the engine of this organization hub. As an associate on the team, you will contribute to cross-functional initiatives from ideation to analytics to recommendations to drive impact across the organization.

The role will be required to balance deep functional expertise and business value acumen while maintaining a level of technical depth to provide the best possible post-sales experience for our customers.

Responsibilities:

  • Manage the entire onboarding process for new customers, beginning to end – from sales handover to configuration to training, ensuring customers rollout the platform as quickly as possible
  • Develop a deep understanding of the product (from end-to-end) in order to diagnose customer issues
  • Be available to customers on all technical support channels, i.e., via email, ticketing system and in-app chat tool; with occasional scheduled virtual calls to understand/resolve customer issues
  • Build relationships with customers, help them with issues, and continually delight them with a positive, customer-centric attitude
  • Prioritizing and escalating issues when needed and keeping customers informed of progress. Develop and maintain implementation best practices, document procedures, standards, best practices, configuration settings and sequences
  • Provide the best support and communication for our customers via email; Respond to questions, concerns, and feedback in a positive, concise, and empathetic manner, escalating internally when appropriate
  • Inform managers of ongoing challenges customer-facing specialists encounter and ask for constructive feedback on how you can improve your individual contribution
  • Execute multiple tasks in a fast-paced environment, manage competing priorities and adapt quickly to changes without losing personal touch with customers
  • Discover and analyze gaps in customer experience that may lead to customer attrition. Work cross-functionally with other teams to address such gaps

Requirements:

  • You have bachelor’s degree in computer science, software engineering, Information technology or an equivalent combination of relevant education
  • You have 1 – 2 years of experience in a customer-facing role at a fast-growing company; proven experience with SaaS/CRM customers preferred
  • You are willing to work in rotational shift
  • You have the ability to deeply understand technical products and their scope and limitations
  • You have good interpersonal skill and being empathetic is critical as you will be handling customer relationships as well as the internal team members
  • You have strong problem-solving skills and can find creative solutions and workarounds when needed. You must be results and value-drive
  • You are extremely motivated, energetic, humble, patient, and hard-working; Most importantly – willing to go that extra mile to get the work done
  • You are passionate and pro-active: a driven, self-starter who can work independently and as part of a team. You take initiative and ownership and need little supervision
  • You are detail oriented with strong oral and written communication skills. You have excellent documentation and technical writing skills

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