Customer Success

2 weeks ago

Lahore, Punjab, Pakistan Triple Tree Solutions Full time 800,000 - 1,200,000 per year

Role Summary:

As a
Customer Success & Support Specialist
, that person will be responsible for ensuring an exceptional customer experience by combining proactive success strategies with responsive support. This role will focus on guiding customers to maximize value from our products/services while efficiently resolving their issues and concerns. You will be the bridge between customers and internal teams, driving satisfaction, retention, and growth.

Key Responsibilities:

Customer Success & Relationship Management

  • Act as a
    trusted advisor
    , helping customers achieve their goals through effective product adoption.
  • Build strong relationships with customers, proactively identifying opportunities to enhance their experience.
  • Conduct regular check-ins to gather feedback, address concerns, and drive engagement.

Customer Support & Issue Resolution

  • Provide timely and effective
    technical and non-technical support
    via email, chat, and phone.
  • Troubleshoot customer issues, escalating complex cases to the appropriate teams when necessary.
  • Document and analyse common customer pain points to contribute to long-term product/service improvements.

Collaboration & Continuous Improvement

  • Work closely with
    Sales, Product, and Engineering teams
    to enhance the overall customer journey.
  • Identify
    upsell and cross-sell opportunities
    based on customer needs.
  • Contribute to creating and refining
    help articles, FAQs, and training materials
    for self-service support.

Key Skills & Qualifications:

  • Excellent communication & problem-solving skills
    with a customer-first mindset.
  • Ability to
    analyze customer data
    and provide actionable insights for better engagement.
  • Strong
    technical troubleshooting skills
    and experience in handling customer inquiries.
  • Experience in
    customer service, account management, or customer success/support roles
    is a plus.
  • Comfortable working with
    CRM, ticketing systems, and customer analytics tools
    .

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