Customer Success Executive

Description

We at 28 LightBulbs looking for a Customer Success Executive to respond to customer inquiries and resolve the issues in a timely fashion. The ideal candidate is a strong communicator and problem solver and is passionate about helping people.

Key Activities

Orient new customers and get to know about them.

Assist the customers in on-boarding and clear their confusion or queries.

Give training to new customers on the platform.

Assist them in the onboarding process and during the migration of data.

Help customers reach their desired outcomes and building an amazing experience in the process.

Create a knowledge base, with a library of articles, videos, presentations etc. for access by customers

Conduct quarterly customer health reviews and create reports.

Send out renewal proposals, follow up on renewals and payments.

Collect all kinds of feedback and forward it to the concerned departments.

Record and track customer incidents in support desk software.

Identify and report any bugs or errors to the QA teams.

Identify opportunities for growth by relaying information back to the sales team.

Collaborate with the product team to turn the feedback into features, and work with the marketing team to showcase how customers use the product.

Conduct exit interviews for customers that decide to leave the platform.

Make sure that all their data is removed from the platform.

Ensure clear and precise communication with all levels of customers.

High levels of quality customer engagement ensuring they reach success as soon as possible.

Maintain a friendly and positive demeanor in all customer interactions.

Measure the effectiveness of customer support by monitoring and analyzing relevant metrics.

You are an ideal candidate if you

Technically astute and have eager to learn how our platform works.

Eager to spend your days speaking with customers over the phone.

Exceptional written and oral communication skills

The ability to work closely with a variety of personalities and people from different backgrounds.

The ability to manage, prioritize and logically work toward a resolution on all customer issues.

Experience in content writing.

Passionate about helping customers succeed, eager to solve hard problems, and want to build a world-class product.

A proven track record in Customer Support.

Understand the basics of how different web technologies work.

4+ years of experience in a similar role.

Experience in software and subscription support

28 Lightbulbs is a technology startup located in Dubai Silicon Oasis serving the interior design and contract furniture market in the Middle East and Africa. We identify gaps that exist for stakeholders in these markets and use technology to bridge them. Our brands include Love That Studio (www.lovethatstudio.com) and Love That Design (www.lovethatdesign.com)

Job Type: Full-time

Experience:

Customer Service: 4 years (Required)
Software and Subscription Support: 2 years (Preferred)

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Listing ID: 8275d38863fb3fcc

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