Job Types: Full Time
Job Locations: Mysore/Bangalore/WFH
About Unilog
Unilog is the only connected product content and eCommerce provider serving the Wholesale Distribution, Manufacturing, and Specialty Retail industries. Our flagship CX1 Platform is at the center of some of the most successful digital transformations in North America. CX1 Platform's syndicated product content, integrated eCommerce storefront, and automated PIM tool simplify our customers path to success in the digital marketplace.
With more than 500 customers, Unilog is uniquely positioned as the leader in eCommerce and product content for Wholesale distribution, manufacturing, and specialty retail.
Unilog's Mission Statement
At Unilog, our mission is to provide purpose-built connected product content and eCommerce solutions that empower our customers to succeed in the face of intense competition. By virtue of living our mission, we are able to transform the way Wholesale Distributors, Manufacturers, and Specialty Retailers go to market. We help our customers extend a digital version of their business and accelerate their growth.
Location: Bangalore/Mysore/Remote Job
Synopsis: The Client Success Specialist supports the customer experience from onboarding and throughout the entire customer lifecycle, providing ongoing training, promoting new features and functions, assisting with customer retention, and supporting the customer service goals of the company.
Essential Duties and Responsibilities:
Collaborate with other internal team members including product development, vendor relations, content team, and support to create solutions to meet customers business needs
Participate in the design, training, documentation, and support solutions that will improve customer satisfaction
Provide professional and pleasant experiences for customers, resolving issues to ensure customer satisfaction.
Operate as the lead point of contact for all matters specific to customers assigned to you
Assist with client facing brand management notifications
Responsible for administrative work related to client site set ups and ongoing support
Handles customer inquiries, complaints, and website updates via phone, email, or chat
Monitor and Manage Chats
Assign Daily tickets
Assist with setting up websites
Provide technical assistance and support for customers experiencing technical issues.
Guide customers through problem-solving processes.
Build long-term relationships with customers to ensure they achieve their goals using the company's products and services.
Logs and tracks incidents and service requests
Assist customers in adopting new features and coordinate the implementation of new products and software releases
Qualifications and Skills:
Bachelor's degree in computer science, IT, or any related field.
3-6 years of customer-related experience, ideally in SaaS, B2B, or e-Commerce environment
Proven track record of operating in a dynamic, demanding, and customer-centric environment
Experience in a start-up or high-growth organization with the proven ability to drive true value for customers
Highly motivated and hard-working with the ability to think clearly under pressure
Training and support experience is preferable
Demonstrated proficiencies at explaining strengths, value, vulnerabilities, and planning customer engagements accordingly
Excellent communication and presentation skills with the ability to handle difficult or emotional customers
Background with design experience a plus
Strong skills in Microsoft O365 products, particularly Excel; HTML, FTP, FileZilla, and familiarity with helpdesk software, and photoshop a plus
Excellent interpersonal skills that build positive relationships with customers and other team members
Strong communication skills with the ability to present information in verbal, written, or visual form to a variety of audiences, from the internal team to clients
Demonstrate a conviction to providing superior Customer Service
Able to adapt to changing priorities, and lead others through change
Superior time management skills; must be able to meet strict deadlines
Highly organized and detail orientated
Ability to self-direct, creatively problem solve, and multi-task in a fast-paced environmentAbility to exemplify the core Unilog Company values:
Curiosity: Be passionate about achieving excellence. Learn every day.
Conscience: Be caring of others. Act with integrity.
Courage: Be brave. Purse outrageous goals.
Compete: Be fair. Play to win.
Courtesy: Be humble. Serve customers.
Commitment: Be accountable. Own your results.
What do we offer
Competitive salaries as per the Market and Technical Skill sets
Generous leave policies
Sustainable work-life balance and flexibility
Good Career Progression
Ability to explore and develop your technical skills
