DesignNBuy - Executive - Customer Success (1-6 Yrs) Ahmedabad/Gujarat (After-Sales/Customer Service)

Job Description :Our Company :Design N Buy is a leading technology company and a one-stop source for the reliable, innovative software solutions that companies need to bring their print and packaging businesses online.We had a modest start in 2009 when we built a bespoke print commerce website for a renowned decorated apparel supplier from the USA. The website soon became a benchmark for other garment suppliers. With that success, we standardized the entire application in the form of a software solution that could help many more businesses in the future.Who We Are?Design N Buy has turned into a leading web-to-any software solution provider for businesses around the world, with a diversified product and service portfolio.We re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!The Team Customer Success at Design N Buy is committed to the success of customers in more than 60 countries. We are aligned with the customers using our product to help achieve their objectives in Web To Print. We are engaged in anticipating customer challenges/questions and proactively providing solutions and answers.Customer Success Approach :The team Customer success plays a crucial role in our business success. We are on a mission to be the best Customer Team that is engaged to improve customer happiness and loyalty; by genuinely helping our customers succeed, we are the biggest promoters and advocates. The team s Customer success is tied to helping reduce churn rates, improve renewal and satisfaction, and, therefore, boost revenue. Please do a search about Consultative selling.The Opportunity :As a customer success team member, you will work directly with global customers from our Head Office in Ahmedabad, Gujarat. You will report to the Regional Manager of Customer Support and Success. The customer Success work floor is an English-speaking environment only.What you ll do as a CSE :Being part of the Customer Success Team, you will be responsible for troubleshooting product challenges and providing relevant information, building relationships with allocated accounts, and being an advocate for their needs within the company. You will be an advocate on behalf of the company and encourage upsells and cross-sells to existing customers.1. Own the entire relationship with assigned clients, including onboarding, training, adoption, retention, and satisfaction.2. Increase a customer s lifetime value and improve customer retention rate (CRR), by encouraging loyal customers who not only continue with the company but also upgrade and purchase premium products and services.3. Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and support services.4. Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learning.5. Maintain existing customer-success metrics and data as directed6. Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both.7. Review the customer journey, determine how it s supported, and use a consultative approach to help clients overcome issues and achieve their goals.8. Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables.9. Collaborate, problem-solve, and strategize with team members on upcoming client meetings.10. Prepare documentation or visuals of campaign performance for the client; analyze trends in CSAT and NPS scores to identify areas for improvement.11. Work in a 24-7 environmentShift timings : 12:00 noon to 9:30 pm- 3:00 pm to 12:30 amRequired skills and qualifications :1. B.E, B.Tech, MCA, BCA, or Bachelor s degree2. English Language: Professional working proficiency3. Fresher s or Minimum 1 year of experience4. Strong skills in verbal and written communications, strategic planning, and zeal for project management5. Analytical and process-oriented mindset6. Ability to work effectively across multiple departments in a deadline-driven environment7. Active team player, self-starter, and multitasker who can quickly adjust prioritiesWhat do we offer :1. Good Salary2. Performance Bonus3. Monthly R&R 4. Team Gatherings5. New Hire Training and Grooming Schedule about Customer Success, Product, Process, and Daily Use Technologies.6. Positive work environment7. Work with Leaders of the industry8. Transparent Management9. We invest in grooming and L&D10. Performance-driven promotions.11. Approximately 30 paid leaves and 8 festive leaves annually.12. Paid marriage,...

Payroll Type : Permanent