Customer Success Analyst

Organization
Vera Solutions
Location
Mumbai, India
Job Type
Full-time
Deadline for Applications
04/28/2020
How to Apply
Click on the application link to complete the online application
Where to Apply
https://verasolutions.formstack.com/forms/2020customersuccessanalyst
Tags
Full-time

About Vera
Vera Solutions is a social enterprise and Certified B Corporation® building cloud and mobile for social impact organizations worldwide. Our clients—more than 300 organizations in over 55 countries—include major iNGOs and grant-making organizations, social enterprises, and community-based organizations. Our solutions help organizations working in health, education, and development to collect, analyze and utilize real-time, high-quality programmatic data, automate processes, a

Position Overview
The Customer Success Analyst will be part of a growing customer success and support team at Vera Solutions! This is a unique position where you will not only have an opportunity to execute high level strategies for uplifting customer’s experience, but also work from the ground up addressing one-on-one client relationships and issues. The position is a highly collaborative position working both internally with cross functional teams and externally with clients. This will provide you with a valuable experience of understanding Vera’s culture, its teams, product and most importantly our clients!

Primary Responsibilities
– Lead charge on Tier 1 Support for client-related issues and queries.
– Manage the ticket movement across the tiers and follow up for outstanding updates
– Build knowledge base to help build scalable skillset for support; document client feedback, common use cases and communicate these findings actively with Products development team
– Drive communication and engagement with low-touch and high-touch clients via email communication and monthly check in meetings
– Project manage customer success/support projects with planning, communication, documentation and timeline expectations to their completion
– Monitor and report on product quality, adoption and user feedback throughout customer’s lifecycle

Qualification and Experience
– 1-2 years of experience working for a SaaS product
– 1-2 year of experience working on a Customer Support or Customer Success team
– Experience with Jira, Salesforce, Confluence (strongly recommended)
– 1-2 years of Project Coordination and/or Management experience
– Excellent communication skills (written + verbal); client relationship management skills
– Detail-oriented, efficient with excellent multitasking and organizational skills
– Team-oriented, consistent desire to learn, improve and grow

Additional Information

Please complete the following application form: https://verasolutions.formstack.com/forms/2020customersuccessanalyst