Trainee - Customer Success Tech Specialist Jobs in Mumbai - Mobileware Technologies Pvt. Ltd

Profile overview

We are looking for passionate, self-motivated, tech-savvy, enthusiastic self-starter individuals, with strong organizational and interpersonal skills as well as the ability to collaborate effectively across functions with passion and enthusiasm; having a high level of communication and visualization abilities; is self-driven with a desire and capability to make a positive difference; with a growth mindset. This role is a developing role evolving from customer success systems, and analytics, to customer success management, techno-functional, and business development; and will suit an individual who excels in a performance-centric and dynamic work environment, enjoys providing world-class support, and is having a high level of customer-centricity. This newly created role is highly visible and requires exceptional relationship-building skills, a high level of customer intimacy, and strong follow-through to drive customer success across cross-functional teams.

Role and Responsibilities

The Customer Success Tech Specialist role will be change maker to support various aspects of our customer experience, business account management, customer support systems, and associated performance analytics, to enhance customer experiences and customer relationships; with direct responsibilities in areas of customer engagement, requirements gathering and analysis, sales enablement, techno-functional consultation, and working closely with both customers as well as with the internal teams for ensuring mutual success through a win-win approach. Our ideal candidate will be an excellent communicator, who thrives in a fast-moving environment, enjoys driving towards results, and has a passion for helping people get the support they need. This is an exciting opportunity for an entry-level person with an entrepreneurial spirit looking to accomplish strategic excellence, and maturity, in project management practices and techniques, leadership capabilities, and change management. Key Role Responsibilities include but not limited to:

• Develop deep functional and technical know-how on our suite of products/solutions, conduct demos, share technical insights, and identify potential use cases, with prospects/clients
• Research key market segments, and regulatory requisites; and correlate to potential needs, and improvement opportunities; for enabling retention and growth among customers, and present to leadership for determining feasibility for enhancements to existing products and solutions
• Identify the needs within the client organization and recommend new product or service offerings and support plans to drive maximize utilization of existing products/services
• Leverage systems and technology, to enhance institutionalization of various customer-facing systems and monitoring/tracking of customer focus performance and success criteria(s)
• Collate customer-centric performance metrics, track client transactions, revenue forecasts, and collections; strive to enhance the quality of customer service, goodwill, and retention
• Gauge customer satisfaction and experiences, and give visibility to the voice of the customer and provide insights for enhancements to core products, marketing, and sales processes
• Drive Process Automations initiatives, and utilize MS Office related automation and macro writing so that it takes less time to prepare reports, and there is more time for analysis;
• Educate customers on functional and technical aspects for enabling maximization of the utilization of our services and product’s functionalities and potentials,
• Ensure timely response to client requests/queries, and acting as a go-between person for resolving escalated issues, and ensuring the overall success of a win-win
• Facilitate, or pursue, root cause analysis (RCA), for significant or chronic deviations issues, to determine most significant root causes, and corrective actions and preventive actions (CAPA);
• Collaborate with cross-functional teams to follow-through through for implementation of CAPA and post improvements impacts/benefits analysis
• Identify opportunities to grow business with existing clients, generate ideas, and promotional content insights, for upselling and cross-selling

General Requirements

• B.Sc. – Computer Science, Information Technology; or BBA/BMS/BA candidates, with demonstrable tech-savviness; and with a demonstrable interest in customer service, and change management
• Additional relevant certifications in business strategy, marketing, change management, etc., preferred (or be willing to learn and utilize)
• Freshers with typical 3 to 6 months relevant internship experience preferred
• Students recently completed graduation from the 2021 batch with a minimum grade of 50% throughout academics 
• High on initiative and innovation; with strong analytical skills, with the ability to translate data into insights
• Possesses great collaboration and influencing skills to work with internal, and external stakeholders; with strong technical acumen and has client-focused solutions experience
• Understanding of Lean and quality tools for process improvements, statistical concepts, and analysis, is preferred
• Excellent verbal, written, and presentation skills, including the ability to communicate effectively across the organization with various teams, and management; along with high attention to detail
• Strong MS – Office skills, along with data mining, data analytics, and graphical visualization abilities
• Tech-Savvy and proficient in Microsoft Office automation (e.g. excel macros etc.), project management; the ability to maintain the highest level of discretion, diplomacy, and confidentiality.
• Eagerness to learn, develop and grow with the business; is contributions oriented; and flexible and willing to work off-hours when required to meet deadlines
• Comfortable in a fast-moving startup environment and can wear many hats in a dynamic environment, and should be tuned to interact externally day in day out
• Demonstrate customer-centricity with a willingness to support both internal and external customers; and ability to maintain the high level of discretion, diplomacy, and confidentiality; ability to identify roadblocks and either clear them or escalate to upper management
• WFH until lockdown hence system and internet (Wifi) availability at home is essential