Customer Success Analyst

Responsibilities:

• Manage a portfolio of enterprise/key customer accounts and build long-term client relationships.
• Act as the primary point of contact for customers, ensuring high customer satisfaction and retention.
• Lead end-to-end customer onboarding, product implementation, and user adoption.
• Understand customer business requirements and recommend appropriate product solutions.
• Develop trust relationships with a portfolio of clients.
• Acquire a thorough understanding of Stores' (Brands') needs and requirements.
• Expand relationships with existing Brands by continuously proposing solutions that meet their objectives.
• Ensure the correct services are delivered promptly.
• Serve as the link of communication between Brand/Stores and internal teams.
• Communicate via phone and email to assist customers with product adoption and expansion.
• Resolve any issues and problems faced by Store Teams and deal with complaints to maintain trust.
• Prepare regular reports of progress and forecasts for internal and external Teams.
• Act as the voice of the Stores/Brand internally; as the steward of the key customer relationship, work cross-functionally with Operations, Product, and Engineering to ensure a consistent and strong customer message is embedded in processes.
• Achieve/exceed target KPIs including: Sales%, Orders %, monthly Application usage, and non-performing stores.
• Help customers derive best value from our Application by assisting them with a successful Order/Delivery Process.
• Deliver effective training on the product capabilities to Customers and Partners.
• Work with Product Delivery Team for implementations and customisation requests.
• Engage with customers consistently and effectively demonstrate and communicate throughout the customer lifecycle.
• Update product-related best practices and FAQs periodically.
• Synthesise customer feedback and quarterback experiences with internal teams on behalf of the customer.

Requirements:

• 2-6 years of experience in Customer Success, Key Account Management, or Client Relationship Management.
• Experience managing B2B SaaS or technology product customers.
• Strong stakeholder management and communication skills.
• Hands-on experience with customer onboarding and implementation.
• Ability to understand customer requirements and provide consultative solutions.
• Strong operational discipline with an analytical and process-oriented mindset.
• You are a people person who understands technology, with strong business acumen.
• Ability to prioritise in a complex, fast-paced environment.
• Being friendly and Open in Nature.
• Should have patience and maintain his cool in difficult situations.
• Empathetic and helpful towards customers.
• Data-driven to understand the Customer and their needs.
• Team Player.
• Expertise In the Subject Matter (FS).
• Be a trusted Consultant for the customer.