Position Objective (Job Summary)

Ensuring the success and satisfaction of our clients at every stage of their journey with our SaaS platform. The primary responsibilities will revolve around three core areas: Onboarding, Customer Care and Retention, and SaaS Renewal Management.

Responsibilities

1- OnBoarding :

• Collaborate cross-functionally to execute an onboarding process tailored to customer needs and product functionalities.
• Analyze closed sales deals, customer requirements, and feedback to enhance the onboarding journey.
• Serve as the primary point of contact for new customers, guiding them through account setup and product features.
• Conduct onboarding sessions and training to ensure customers understand and utilize the product effectively.
• Proactively communicate with customers throughout the onboarding process to keep them engaged and informed.

2- Customer Care and Retention:

• Monitor customer usage and identify opportunities for optimization and improvement.
• Conduct regular check-ins to understand customer challenges and maximize their success with the product.
• Showcase product value and highlight new features to enhance customer experience.
• Identify upsell and cross-sell opportunities while prioritizing customer needs.
• Ensuring customer satisfaction and advocating for their needs.
• Build long-term relationships with customers to foster partnership and loyalty to assure high NPS and customer satisfaction.
• Provide valuable feedback to the product team to drive product improvement.

3-SaaS Renewal Management:

• Proactive Risk Analysis and Solutions: Analyze renewal risks using data insights and address concerns early with tailored solutions.
• Collecting and analyzing data to learn more about consumer behavior.
• Value Emphasis and Seamless Renewal Process: Emphasize ongoing value creation to encourage renewal and facilitate a seamless renewal process, minimizing the churn rate.
• Oversee, maintain, and upgrade existing accounts to ensure ongoing client satisfaction.
• Collaboration for Sales Growth and Customer Retention: Collaborate with sales for upsell opportunities and implement retention strategies with cross-functional teams.
• Continuous Improvement and Feedback Integration: Continuously monitor metrics for improvement and iterate on customer success initiatives based on feedback and data.

Skills

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communication, or a related field is required.
• Advanced degree or certification in Customer Success or relevant field preferred.
• At least 3 years of experience in customer success, account management, or Customer service roles.
• Preferably one year in SaaS, ERP, POS, CRM, or E-commerce business-related industry.
• Familiarity with the company's products or services and industry best practices.
• Excellent communication skills, both verbal and written.
• Exceptional problem-solving abilities, with a proactive and solutions-oriented approach to addressing customer needs and challenges.
• Analytical mindset, with the ability to gather and analyze customer data to drive insights and make data-driven decisions.
• Proficiency in Microsoft Office suite (Word, Excel, PowerPoint) and other relevant software applications.
• Customer-centric mindset, with a passion for delivering exceptional customer experiences and driving customer success.