Customer Experience Lead

22 hours ago

Karachi, Sindh, Pakistan beBeeCustomer Full time

At Softech-Worldwide, we are seeking a highly skilled Customer Success Manager to lead our customer experience efforts. This role is crucial in ensuring our customers achieve their goals and objectives through successful adoption, retention, and onboarding.

We operate globally with multiple locations across various regions.

Key Responsibilities
  • Develop and execute customer success strategies aligned with the company's vision and goals.
  • Bld strong relationships with customers to ensure ongoing satisfaction and success with our product.
  • Provide exceptional onboarding experiences through product demonstrations, training, and identifying areas for improvement.
  • Monitor customer usage and engagement to identify potential issues and opportunities for upselling or cross-selling.
  • Collaborate closely with the product team to understand customer needs and concerns.
  • Conduct regular check-ins to ensure customer satisfaction and success.
  • Create and maintain documentation and processes to support customer success activities.
  • Provide valuable feedback to the product team based on customer insights and market trends.
  • Lead performance management initiatives and ensure SLA objectives are met.
  • This role focuses on educating and troubleshooting for customers on the flexibility and capabilities of our software, encouraging continued use of our services.
Qualifications
  • Bachelor's degree in Computer Science or Software Engineering.
  • 5+ years of experience in customer success or account management, preferably in a SaaS or technology environment.
  • Proven track record of managing customer relationships and driving adoption and retention.
  • Excellent communication and interpersonal skills, with ability to build rapport with customers and colleagues.
  • Strong problem-solving skills, with ability to think creatively and analytically.
  • Organizational skills, with ability to manage multiple projects and priorities simultaneously.
  • Experience with CRM software, customer engagement tools, and project management tools.
  • Ability to work independently and as part of a team.
Benefits

We offer a competitive compensation package including commissions, health insurance, separate maternity cover, leave encashment, car support program, referral bonus, EOBI, bi-annual increment, provident fund, career growth, and bonus.

Work Environment

We operate globally with office hours set at US Eastern Time (UTC -5).

Job Details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Other
  • Industries: IT Services and IT Consulting

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