Summary
We are looking for a Customer Success Specialist (CSS) to join our Operations team in our dynamic Gurgaon office. Our automated testing tool, Provar, specializes in testing Salesforce, the market-leading cloud CRM platform. Our Operations team is responsible for product consulting, customer support, training, testing new features, regression testing an updating online resources.
The team works to ensure that our customers are getting the maximum value out of Provar. Onboarding, Training, support and Operational Account Management, we believe in doing whatever it takes to make our customers successful.
Customer Success Specialists are the first point of contact for the vast majority of expansion opportunities and continuously build their relationship within the Provar client base.
CSS will work closely and collaborate with Account Managers to strategically target opportunities for growth within the Provar client base. The CSS will develop a deep knowledge of the accounts they support, their client’s industry/sector as well as their business needs to drive revenue growth for Provar.
Location
The role is based out of Provar’s Gurgaon office in India.
Duties
● Work closely with your CSM and Account Managers to build pipeline and strategically expand client accounts
● Make calls and check ins to client to understand their status and usability
● Make outbound calls to client non-users to follow up and increase interest for Provar
● Recognize growth opportunities within client accounts, identify and qualify key decision makers, and set up info sharing with Account Managers
● Work with a strong sense of urgency to meet and exceed daily/monthly KPIs and document all CS activity in CRM
● Relentlessly learn about the Provar as a product, our clients, and their business needs.
● Display a positive and empathetic attitude towards our clients
● Drive revenue growth for Provar
Skills (Required)
● Total experience of 1 - 4 in IT domain
● 1 – 3 years of client facing / Customer Success experience preferably working in B2B.
● A client first attitude and desire to engage prospective new users for account expansion
● Skilled at discovering new leads through research and developing relationships with prospects through consultative selling
● Ability to remain focused and flexible during rapid growth
● Strong written and verbal skills. Comfortable making cold contact with client non-users over phone and email
● A collaborative team player with excellent communication skills
● Excellent time management and organizational skills
Skills (Desired)
● Experience in Salesforce.com testing or testing of another SAAS application.