Customer Success Associate

Gurugram, Haryana, India | Research | Full-time

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Roles and Responsibilities:

  • Own complete responsibility for a client’s success: Promote maximum value from their investment in our product, aim for full utilisation of their licenses, coach customers to ensure they are leveraging all available capabilities of Synaptic, identify new opportunities, and collaborate with sales teams to ensure growth and increased footprint
  • Managing all aspects of accounts including client requests, frequent client reach-outs, scheduling and conducting business reviews, etc. 
  • Manage tickets raised by clients - work with the relevant team to fix the issue within defined SLAs; proactively research alternatives when the appropriate resource is unavailable
  • Actively maintain client dashboards and use data to analyse user behavior, flag at-risk accounts and users, and engage them proactively
  • Keep accurate records, document internal and external communications

 

Skills required:

  • Timeline and process-driven while managing multiple customers, tasks, and projects
  • Strong communication skills, and fluent in spoken and written English
  • You thrive with cross-functional teams such as engineering, product management, sales and marketing to drive client requirements
  • Has handled difficult customers or situations and can demonstrate resolutions
  • Willingness to tackle things on your own
  • Experience preferable with tools like Salesforce, Hubspot etc.
  • Proficiency in MS Excel, MS Powerpoint, MS Word

 

Requirements:

  • 2-3 years experience in account management/customer success role, preferably in B2B/Enterprise SaaS
  • Educational Qualification: MBA + B.Tech (Preferred)

 

About Synaptic :

Synaptic is a Gurgaon and San Francisco based startup that is bringing the power of alternative data to the world of investing. Our new age investment support platform analyses billions of data points to help investors make better decisions. We build tools, processes, and algorithms to power investors with cutting-edge proprietary insights. Traditional investment research is becoming more data intensive and we are at the forefronts of this change. We count some of the best funds as customers and some of the sharpest minds in Silicon Valley like Ribbit Capital, Felicis and Vy Capital as investors.