ROLE: Be a product evangelist and synergize the entire customer lifecycle. Engage with potential and existing customers as a trusted advisor and ensure the business objectives are achieved.
KEY RESPONSIBILITIES:
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Develop deep expertise in DataChannel product offerings and be a trusted advisor to potential customers and manage their portfolios.
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Sustain business growth and profitability by maximizing value and aid in product design and product development.
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Engage, advise, and address potential customers’ use cases by mapping their business goals and DataChannel product features.
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Collaborate with stakeholders (internal and external) during different stages of the customer's life cycle e. g. product evaluation, subscription, initial adoption, etc.
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Identify new business opportunities in the existing account(s).
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Keeping customers updated on product updates & changes.
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Manage and own account retention, and renewals and minimize churn.
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Improve onboarding processes and hold product demonstrations for customers.
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Handle and resolve customer requests and complaints in an effective way.
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Gathering customer feedback and sharing it internally to improve the product and/or establish better Customer Support practices.
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Encouraging customer advocacy through internal NPS surveys, external reviews, case studies, testimonials, referrals etc.
REQUIRED SKILLS:
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3-5 years of experience in direct customer-facing roles e. g. customer success, client management, client engagement, relationship management etc.
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Understanding of the data and business analytics landscape with a working knowledge of Databases and SQL.
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Minimum 2 years of relevant prior experience in a B2B /SaaS company.
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Effective communicator with the ability to have meaningful conversations and thought articulation.
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Prior experience in cross-functional collaboration roles involving multiple stakeholders from diverse backgrounds.
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Excellent customer service orientation & engagement.
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Eager to learn and drive for results and implement best practices.
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Ability to work creatively and quickly in a fast-paced environment.
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Knowledge of customer success processes and document creation.
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Multitasking, creative thinking, and working independently.
