Key Responsibilities:Client Onboarding & Platform Implementation:•Lead the end-to-end onboarding process for new clients, ensuring smooth setup and configuration of the platform.•Work closely with internal technical teams to customize platform features, integrate with existing client systems, and meet specific business requirements.Customer Support & Relationship Management:•Act as the primary point of contact for clients, addressing inquiries, troubleshooting platform- related issues, and providing solutions to ensure continuous platform utilization.•Collect and analyze customer feedback at critical stages (1, 3, and 6 months) to monitor satisfaction, identify areas for improvement, and enhance overall user experience.•Drive customer engagement and maintain strong, proactive relationships to ensure retention and minimize churn.Product Adoption & Continuous Education:•Facilitate ongoing product training and enable clients to leverage the full capabilities of the SurveySensum platform.•Drive product adoption by effectively communicating new features and functionalities, ensuring clients are consistently up-to-date with platform enhancements.•Support clients in applying new features to their specific use cases, maximizing the value derived from the platform.Future Growth & Expectations•Take ownership of building and leading the customer success team.•Foster a high-performance culture, ensuring alignment with organizational goals and client success metrics.•Develop and implement best practices for customer onboarding, support, and engagement to optimize client outcomes.Qualifications:•2 to 3 years of experience in Customer Success, preferably within SaaS or a technology-driven environment.•Strong communication and interpersonal skills, with the ability to interact effectively with both technical and non-technical stakeholders.•Experience in managing customer relationships, troubleshooting technical issues, and providing tailored solutions.•Proficiency in project management tools and methodologies to ensure seamless project execution.•Will take ownership of leading the team to achieve organizational goals
