Job Brief:
Omnify is looking for a key member who will help craft the company's customer success strategies, build strong relationships with customers, and deliver consistently excellent customer experiences. Our ideal candidate is passionate about using creative and analytical skills to identify problems, find solutions, and improve relationships.
Roles and Responsibilities:
- Oversee the entire customer lifecycle, from onboarding to enabling business success for customers.
- Drive retention and growth by understanding customer business needs and supporting their success.
- Interact with customers via phone calls, emails, intercom, web chats, or text messages to answer product-related questions.
- Ensure Customer Success best practices are followed across the company and contribute significantly to shaping these practices.
- Contribute to and enhance our knowledge base, eBook resources, and tutorials to make them incredibly useful for customers.
- Identify opportunities for customers to become Omnify advocates through testimonials and case studies.
- Collaborate closely with our product team to ensure customer needs and feedback are integrated into the development of new features.
- Keep customers informed about the latest product features and versions, and demonstrate how these changes can benefit their businesses.
- Generate Customer Success Qualified Leads (CSQLs) that drive revenue through new sales, renewals, upsells, and upgrades.
Job Requirements:
- Freshers with 1-2 years of professional work experience in a customer-facing role.
- Experience working with Global SMB clients in a fast-paced environment, preferably in a SaaS startup, is an added advantage.
- Strong collaboration skills, enjoys teamwork, and thrives in a team environment.
- Kind, empathetic, and caring with a genuine love for helping people.
- Exceptional communication skills, highly organized, detail-oriented, and able to collaborate effectively.
- Proven experience in building and maintaining relationships, mitigating churn, and driving customer engagement and renewals.
- Positive attitude, empathetic approach, and a strong desire to help customers achieve their goals.
- Comfortable working in the US Shift.
- Passionate about talking to customers and helping them succeed.
If you are a driven individual who enjoys fostering customer success and has a knack for generating CSQLs, we'd love to hear from you!