Customer Success Specialist
Աշխատանքի նկարագրություն
VOLO is hiring a Customer Success Specialist to join the product team for providing holistic HR consultancy/assistance to the customers and driving entire customer support after the product adoption.
The overall goal of the customer success specialist will be to ensure that the customers receive the best value from the product.
Պահանջներ
- Higher education degree preferably in humanitarian or social sciences
- Prior experience in customer success or relevant role in SaaS products is a big plus
- Passionate about product success and customer retention
- Excellent communication, collaboration skills and caring attitude
- Data-driven and analytical mindset
- Well-versed in technology and software products sales and support aspects
- Working experience with Hubspot, Salesforce, Gainsight, Zendesk or other CRM and Customer Success tools is a plus
- Excellent Armenian, English and Russian language skills, both written and spoken.
Պարտականություններ
- Act as a trusted HR assistant for the product customers to guide and consult them on product features
- Drive customer journey and bring additional value throughout the lifetime of the product subscription
- Manage all the steps of the customer onboarding process, from company setup and configurations to defining and reflecting their HR processes and workflows in the product
- Conduct requirement analysis, facilitate customers’ understanding of our product, train the end-users and drive continuous support after the adoption
- Coordinate with the technical support team for technically complex questions
- Perform periodical customer interviews to understand their pain points, and monitor customer usage, health and satisfaction metrics
- Anticipate customer needs and address potential issues before they arise
- Maintain relations with the customers to retain and support growth
- Provide insights and updates to the customers about product releases, features through webinars, help articles, videos, etc.
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