Sr. Customer Success Associate

Job description

As a Sr. Customer Success Associate at inFeedo, you will play a definitive role in impacting the customer’s experience by facilitating adoption and usage. You will be responsible for obtaining and maintaining long term key customers by comprehending their requirements and working with internal teams to cater to their needs and expectations.


No. of positions: 2

What will you be doing?

  1. Customer Servicing: As part of a multi-member customer success pod you will be responsible for ensuring high customer satisfaction scores by adherence to admin ticket SLAs and creating a company-wide customer feedback loop.
  2. Liaise with external and internal stakeholders: Act as a bridge between customer SPOCs and internal product/tech teams to manage expectations and gather requirements.
  3. Report Building: You will develop and present quarterly business review data to customers and prepare post-meeting reports.
  4. Presentation Creation: Proactively assist customers by analyzing their data and proposing solutions for their problem statements.

This role offers exciting opportunities to interact with some senior industry leaders and build long-lasting customer relationships that create deep customer satisfaction and product adoption. Go for the extra mile, by not only solving their issues but delighting them with your simple, efficient, and caring communication.

Who will you work with?
Sam, Palash, Tanmaya, and of course the rest of the jovial inFeedo team.

Requirements

Is this you?

  • Experience: 2+ years of work experience in an analytical role. The CSA should have spent time doing technical/ product support and preferably have project management experience.
  • Qualification: Degree in Technology, Engineering or Computer Science
  • Critical Skills: Excellent communication, presentation, analytical skills.
  • Hands-on experience with Google sheets, Microsoft Excel.
  • If you know Microsoft SQL and have exposure working with integrations, that will be a bonus :)

Brownie Points

  1. If you have shown initiative/drive and led projects or events previously
  2. Hands-on experience with Google sheets
  3. Startup Experience 
  4. Alignment to our core values

What happens after you apply?

  1. Step 1: Within 15-20 days of your application - which is wholesome, original & expressive - our People Team will reach out to you for a quick chat.
  2. Step 2: Within 4-6 days of chatting with the People Team, you will get a call from someone from your future team to discuss the job role.
  3. Step 3: If all goes well, we’ll welcome you to our office for your future manager to deep dive into the role with you and for you to show off your skills through a small task.
  4. Step 4: After a quick interaction with the People Team, if our vibes match, a tête-à-tête with the founding team follows.
  5. If we mutually enjoy the 4 steps, we high-five and jot down the next steps for you to come join us. :)

Our expectations before you click “Apply Now”

At any step, if things don't work out, we proactively send an email. You are welcome to ask for detailed feedback and re-apply in the future. :)
We are an equal opportunity employer and value diversity at inFeedo. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status or education.

[Attitude>Skills>Education]

Keywords: HR Tech, SaaS, Customer Success, CSM, Renewals, Customer Relationship Management, Communication, Automation focus.