- Serve as the primary point of contact for our customers, understanding their business needs, and providing solutions to their problems.
- Manage customer relationships, including onboarding, training, and ongoing support.
- Develop and execute customer success plans, including setting goals, tracking progress, and reporting on results.
- Work with the sales team to identify upsell and cross-sell opportunities and ensure customer renewals.
- Collaborate with the product and engineering teams to prioritize customer feature requests and bug fixes.
- Monitor and analyze customer usage data to identify trends and opportunities for improvement.
- Provide feedback to the product team on customer needs and market trends.
- Maintain accurate customer records and communicate updates to relevant internal stakeholders.
- Conduct customer satisfaction surveys and follow up with customers to address any issues or concerns.
Requirements:
- 2-3 years of experience in a technical customer success or similar role in a SAAS company.
- Strong technical skills, including experience with APIs, webhooks, and integrations.
- Excellent communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders.
- Strong problem-solving skills and ability to think strategically.
- Ability to work independently and prioritize tasks in a fast-paced setting.
- Experience working with WhatsApp Business API is a plus.
- A bachelor's degree in a relevant field is preferred.