Client Success

Customer Success Representative - Hyperlocal

Pune   |   Full Time

Role Introduction

The position serves as a key member of the Global Customer Success team. As a CSR, you will have the responsibility of engaging with Dealers/Outlets and nurturing Revenues via trust-building, promise delivery, cross-sells and up-sells.  CSR Should possess a strong drive for delivering client value & results. CSR will undertake a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and managing any gaps on the delivery front. The role will also assimilate & distribute industry insights to Client stakeholders. Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively.

 

Scope & Responsibilities

  • Full responsibility for end-to-end customer engagement including business analysis, managing scope and schedule, delivery & optimization and client management

  • Be heart, mind and voice of client within Onlinesales.ai

  • Work with fully customer focused and manage very high customer retention/ Renewals.

  • Provide the class customer experience as per the set SLA and other parameters.

  • Coordinate and Manage the healthy relationship with the cross functional team (CFT) to run the operation

  • Highlight the issues faced regularly with the teams and follow up till the resolution.

  • Owner of NPS for channel partners (dealer/outlets/stores/hotels etc.) of assigned accounts.

  • Work closely with channel partners to train them in rendering great service. Act as the voice of the customer and share learnings from the field with cross functional teams

  • (Sales/CS/Product/Marketing) . Proactively suggest and execute initiatives to deliver customer delight

  • Proactively identify issues, highlight and resolve them systematically

  • Work with Operations Head and/or Customer Success Team towards continual growth of the revenue and NPS from partners and undertake specific initiatives towards this goal.

  • Enforce adherence to systems and processes across all steps , and ensure relevant cross functional reporting

 

Role Requirements

  • Excellent Communication Skills, and experience in handling channel sales partners 

  • Ability to provide step-by-step technical help

  • Demonstrated ability to create, develop and enhance customer relationships

  • Excellent learning skills, attention to details, and a bias to proactively resolving issues and results-driven. 

  • Team player 

  • Takes ownership of his work 

  • Ability to build effective relationships with key stakeholders including senior management and channel partners 

  • Ability to work in a fast paced environment and maintain superior service standards

  • And most importantly, LOVE customers & strive for every inch of their satisfaction.


Why OnlineSales.ai?

  • Startup-y. We believe Startup is a mindset. It’s about being scrappy, being nimble, solving tough problems with constraint resources and more. It’s about working hard and playing hard

  • Enterprise SaaS. Opportunity to work with a Enterprise Product SaaS firm with aspirations of growing 10x across the globe

  • AI led Retail Tech. We are working to digitize & democratize one of the most exciting and growing vertical - Retail Tech leveraging data, machine learning and automation (culmination of ad-tech, mar-tech and analytics for Retail vertical.

  • Hyperlocal and co-op marketing is the next market disruption in the marketing world. Be a part of the rocketship.

  • No red tape. Say goodbye to pointless meetings or political hoops to jump through. We’re scrappy, believe in autonomy and empower our teams to do whatever it takes to do the unthinkable

  • Problem Solving. We ignite the best in you. We exist not only to deliver meaningful innovation but to ignite and inspire the creative problem solver in you

  • Quirky & fun. Enjoy new skills and hobbies like being a quiz master, playing board games, trying your hands on percussion, playing Djembe and spreading love within the org!



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