Senior Client Specialist

This is a fully remote position, open to applicants in India.

📋 Description

• Interact with customers to enhance the adoption of products and solutions.

• Build robust relationships with clients to foster loyalty and ensure contract renewals.

• Detect opportunities for upselling.

• Assist customers in resolving issues related to products.

• Oversee the product roadmap and maintain a prioritized backlog of support tickets.

• Track key performance indicators and perform monthly usage reports.

• Facilitate training sessions for clients.

• Keep clients updated on new products and services.

• Act as the primary point of contact for clients.

• Update Salesforce and other tracking systems as necessary.

⛳️ Requirements

• Over 5 years of experience in Customer Success or Technical Support.

• Exceptional written and verbal communication abilities.

• Experience managing enterprise-level customers for SaaS products and solutions.

• Capability to handle multiple customers simultaneously.

• Experience in a staggered 24/7 IT Operations or Network Operations setting.

• High proficiency in MS Office and collaboration tools.

• Familiarity with Agile SCRUM or Kanban methodologies.

• Proficient in Jira, Tableau, Confluence, and Zendesk.

🏝️ Benefits

• The client's Holiday Calendar will be applicable.

• Experience in a 24/7 onsite/offshore model.

• Training and enablement opportunities for addressing gaps and requirements.

• Participation in Knowledge Base activities.

• Ongoing education opportunities.

• Health benefits provided.

• Options for remote work available.