Customer Success Executive
Ahmedabad, India

About Us

SalesHandy is a suite of email productivity tools for professionals. We are having more than 2000+ customers and 20k+ users across the globe. A team of 35 people has made this happen. When it comes to Business Development I can say just a team of 10 made this happen.
Highlights of some of the key achievements πŸ† of the Customer team at SalesHandy.

  • Achieved an NPS score of 30.
  • Rated 4.5 by more than 300 users in 2crowd, getapp, chrome store, and other software discovery portals.
  • Adding more than 300 customers every month

Up next, the challenges we are looking forward to solve:

  • Hitting 100k MRR goal (Adding 500 new customers a month)
  • Reducing the churn rate by increasing the service standards (i.e on-boarding, demo, success etc.)
  • Structuring the team to specialise on each functional activities i.e SDRs (lead qualification), AEs (demo & MRR $$), CS (Retention & Upgrades) etc.

Now your turn,

Are you customer-obsessed, flexible, smart and analytical, strategic yet execution focused, hungry and passionate about SaaS, experienced, and entrepreneurial leader with a strong work ethic? Interested in working in a high impact role?

If yes, this opportunity will appeal to you.

What will I be doing? πŸ€”

  • Provide technical support and ad-hoc training to customers who use the company’s product, replying to inbound queries.
  • Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.
  • Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.
  • Handle and resolve customer requests and complaints.
  • Report to the Customer Success Managers on revenue impacted results (weekly/monthly/quarterly)

Note: Major volumes of user queries that we get are through Chat & Email. Our major users are from American and European timezones, hence the shift timing will correspond to the same.

What key performance indicators will I own? πŸ’―

  • Query resolution time
  • Customer happiness score
  • Avg. response time
  • First Response time

What skills do I need? πŸ“–

  • Excellent communication & writing skills
  • Great problem-solving abilities
  • Self-driven and proactive nature
  • Patience when handling tough cases
  • High computer literacy and ability to learn new software
  • Knowledge of customer success processes
  • Agile approach and being coachable at all times
  • Passion for talking to customers all day, every day
  • The ability to explain complex topics in easy to understand and concise language [English]
  • Ambition, eagerness and the will to learn and improve upon your own skills

Why work with us πŸš€

  • Opportunity to work with customers across the globe
  • Excellent growth opportunity and open culture to ensure best ideas win!
  • Well defined training program to enhance your skills
  • Clear career path with on job career guidance
  • Be a part of learning culture
  • Be a part of fast moving & growth startup
  • Leverage the benefits of working in product based company

What happens when I apply? πŸ€“

First, apply so we can review your CV πŸ™‚ As the next step you will be invited for a telephonic interview with Hiring Manager. The following step will be a take-home test to work on in your own time. The final step is an onsite interview at our Ahmedabad Office.