A Senior Customer Success Executive will act as liaison between customers and internal Capillary teams. Client facing role that involves relationship management, brand management and escalation handling skills.
Job responsibilities include but are not limited to:
- Leverage product expertise and technical knowledge to carry out customer tasks accurately and on -time
- Leading key initiatives for the team and implementing them in coordination with other teams
- Act as an SME for the team on Capillary products
- Team bandwidth management during absences, high traffic periods
- Work closely with Engineering and Product and Customer Success teams to solve the customer problem statement
- Handle customer service requests over the ticketing system
- Drive the on-boarding of customers with Capillary products
- Share analytics, insights, and best practices with customers.
- Contribute to creating online support documentation which helps other sub-functions to manage customers.
- Handling escalations by clients/internal teams, provide RCA in a standard structured format
- Reviewing the health of the brands with the account managers with respect to the goals of Customer Success Hub
Job Requirement
Required Skills:
- Active listening and extremely empathetic
- Customer orientation and ability to adapt to different types of customers
- Excellent understanding and communication skills(especially written)
- Team management abilities
- Performance management abilities
- Proven track record in escalation management and interacting with customers
- Ability to multitask and manage time effectively
- Postgraduate with preferably 2-3 years of experience in customer support, account management experience or client servicing. CRM experience preferred
