Customer Success Analyst

Vera Solutions
Mumbai, India
Job Type
Deadline for Applications
How to Apply
Click on the application link to complete the online application
Where to Apply

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: