Senior Customer Success Advocate

About the job

Our client is seeking a proactive and empathetic Senior Customer Success Advocate to join their vibrant support team in Kolkata, West Bengal, IN. This role is pivotal in ensuring our clients receive outstanding service and derive maximum value from our products and services. The successful candidate will be responsible for building strong relationships with customers, understanding their needs, and providing timely and effective solutions to their inquiries and issues. Key responsibilities include managing a portfolio of customer accounts, proactively engaging with clients to ensure satisfaction and retention, troubleshooting technical and service-related problems, escalating complex issues to appropriate departments, documenting customer interactions and feedback, and contributing to the continuous improvement of customer service processes. The Senior Customer Success Advocate will also play a key role in identifying opportunities for upselling and cross-selling, based on a thorough understanding of customer requirements and product capabilities. Excellent communication skills, both written and verbal, are essential, as is a patient and customer-centric approach. The ideal candidate will have a proven track record in customer service, technical support, or a related client-facing role, preferably within the technology sector. Experience with CRM software and ticketing systems is a must. You should be adept at handling difficult conversations, de-escalating challenging situations, and turning negative customer experiences into positive outcomes. This role requires strong analytical skills to identify trends in customer feedback and recommend product or service enhancements. A Bachelor's degree in a relevant field is preferred, but significant relevant experience will be considered. We are looking for an individual who is passionate about customer advocacy, dedicated to delivering exceptional service, and eager to contribute to a team that prioritizes customer satisfaction and loyalty. This hybrid role offers a blend of in-office collaboration and remote flexibility, fostering a productive and balanced work environment.

Requirements

• Customer Service
• Problem Solving
• Upselling
• Cross-selling

Qualifications

• Bachelor’s Degree

Preferred Technologies

• Customer Service
• Problem Solving
• Upselling
• Cross-selling