Senior Customer Success Specialist

About the job

Join our expanding team as a Senior Customer Success Specialist in **Patna, Bihar**. Our client is a leading technology firm looking for an experienced professional to champion customer satisfaction and drive long-term client relationships. You will be the primary point of contact for a portfolio of key accounts, providing proactive support, addressing inquiries, and ensuring clients maximize their value from our products and services. This hybrid role offers a blend of remote work flexibility and in-office collaboration to foster team synergy. Responsibilities include developing and executing success plans, conducting regular business reviews, identifying upsell and cross-sell opportunities, and serving as the voice of the customer internally. You will troubleshoot complex issues, escalate problems effectively, and collaborate with sales, product, and engineering teams to resolve client challenges. A deep understanding of customer relationship management (CRM) principles and experience with customer support software are essential. You will also be involved in creating knowledge base articles, best practice guides, and training materials for clients. The ideal candidate possesses excellent communication, interpersonal, and problem-solving skills, with a strong ability to manage multiple priorities in a fast-paced environment. A proactive approach to client engagement and a passion for building lasting partnerships are crucial. Proven experience in a customer-facing role, preferably in a SaaS or technology-related industry, is required. You will monitor client health scores, identify churn risks, and implement retention strategies. This role is integral to our company's growth and customer retention efforts. You'll have the opportunity to influence product development based on customer feedback. We are committed to professional development and offer ongoing training opportunities. This is an exciting chance to make a significant impact on our clients' success and contribute to our company's mission.