Job Description

We're seeking a tech-savvy and customer-centric individual (coding knowledge not required) to join our team as a Customer Success & Tech Support Admin. You'll be the driving force behind our clients' success, guiding them through their journey with our proprietary Retail Experience Management software.

Our intuitive platform boasts a remarkably low learning curve, making it accessible to users of all backgrounds and skill levels.

Your expertise with Front-end Development and CRM platforms, project management tools (such as HighLevel, Trello, Asana etc.), and other related software will enable you to provide comprehensive support and ensure a seamless, white-glove experience for our valued customers as they harness the power of our technology.

This is part of a Retail Business Collective, in which software products are one of the primary functions.

Key Responsibilities:

Customer Success:

Onboarding:

Lead new client onboarding, leveraging the platform's intuitive interface to provide comprehensive training and support.

Relationship Management:

Cultivate strong relationships with clients, acting as their primary point of contact and advocate.

Success Planning:

Develop personalized success plans for each client, identifying goals and strategies for optimal software utilization, keeping in mind its ease of use.

Adoption & Engagement:

Proactively monitor client usage, identify areas for improvement, and drive software adoption through targeted interventions, emphasizing the platform's user-friendliness.

Renewal & Advocacy:

Ensure high customer satisfaction and retention rates by fostering loyalty and advocacy, highlighting the platform's accessibility.

Developing Solutions:

Gaining market insights and recommending solutions to be developed for specific industries to meet their needs.

Technical Support:

Front-end Development:

Ability to make front-end based web pages from our platform or Wordpress to execute based on UI/UX designs provided.

Troubleshooting:

Diagnose and resolve technical issues promptly and effectively, providing timely solutions to client inquiries.

Knowledge Base:

Contribute to the development and maintenance of a comprehensive knowledge base, documenting solutions and troubleshooting guides that reflect the platform's intuitive design.

Feature Requests:

Collect and analyze client feedback, communicating feature requests to the product development team.

System Administration:

Assist with basic Software and Agency administration tasks, such as user management and configuration, taking advantage of the platform's straightforward interface.

Qualifications:

Technical Aptitude:

Strong understanding of CRM, marketing automation, and sales software concepts. Experience with our specific platform is a plus, but not required due to its low learning curve. Proficiency with project and work management tools (Trello, Asana, GoHighLevel) and related software is essential.

Customer Focus:

Excellent interpersonal and communication skills, with a passion for delivering exceptional customer service.

Problem-Solving:

Proven ability to troubleshoot technical issues and provide clear, concise solutions.

Communication:

Strong written and verbal communication skills, both technical and non-technical with a friendly and supportive approach.

Organization:

Ability to manage multiple tasks simultaneously and prioritize effectively.

Experience:

1-3 years of experience in customer success, technical support, or a related field.

Preferred Qualifications:

Bachelor's Degree:

In a relevant field such as business, marketing, or computer science.

Industry Knowledge:

Familiarity with retail and/or fashion industry trends and challenges.

Certification:

Relevant certifications in customer success or technical support.

Why Join Us:

Impact:

Play a pivotal role in driving customer success and shaping the future of the Retail Industry

Growth:

Opportunities for professional development and advancement within a growing Agency.

Culture:

Collaborative and supportive team environment that values innovation and customer-centricity.

To Apply:

Please submit your resume and a cover letter highlighting your relevant experience and passion for customer success.

Job Type: Full-time

Pay: ?300,000.00 - ?500,000.00 per year

Schedule:

Monday to Friday Weekend availability
Supplemental Pay:

Performance bonus
Ability to commute/relocate:

Bangalore, Karnataka: Reliably commute or planning to relocate before starting work (Preferred)
Experience:

total work: 2 years (Required)
Work Location: In person