Job Description for the Role of Customer Success Executive
Location: Remote
Timings: 6 PM TO 3 AM IST
We are looking for a dedicated and proactive Customer Success Executive for our SaaS Video Commerce Product: Channelize.io, to join our team and deliver exceptional support to our clients through email, live chat, and video calls. The ideal candidate will have strong problem-solving abilities, excellent communication skills, and a genuine empathy for client needs.
Key Responsibilities:
Handle customer support via email, live chat, and video calls, delivering timely and accurate responses to client inquiries.
Present software product demonstrations to clients, showcasing key features and functionalities.
Gather and document client requirements, identifying solutions aligned with our software capabilities.
Manage support tickets filed by clients, ensuring effective resolution and client satisfaction.
Coordinate with the Software Development Team to resolve client issues efficiently.
Identify client needs and guide clients in utilizing specific software features.
Inform clients of new features and functionalities, helping them get the most out of the software.
Maintain excellent responsiveness, communication, and empathy in client interactions.
Requirements:
Openness to work in Night Shift of 6 PM - 3 AM IST
Strong problem-solving and analytical skills with a client-centric approach.
Excellent written and verbal communication skills in English.
Ability to quickly grasp product functionality and conduct software product demonstrations.
Ability to work both independently and as part of a team.
A good team player, self-starter, and proactive learner.
Strong organizational skills and responsiveness to client queries.