JD - Customer Success Associate

Location: Currently remote, eventually Mumbai

Compensation: As per the Industry standards
Minimum work experience: 1 year in B2B Customer Success Management
(Software/Technology domain preferred)
Skills Required: Problem Solving, Analytics, Strategy, Planning, Effective Communication
Skills, Critical Thinking, Leadership, G-Suite, MS-Office

Job Description
The Job requires you to ensure that our Products are offering the right Return on Investment
(RoI) to our clients post-implementation. The important set of activities include:

1. Onboard new clients, help with necessary product training and maintain a profitable
relationship with the clients.
2. Keeping a track of the usage of our Products across our clients.
3. Identifying the implementations where the usage of the Product is low and that the
client is not getting the right RoI.
4. Identifying what has gone wrong, working with the Client, our Sales Team, and our
Operations team to understand the exact reason for the lack of RoI, and establishing
and implementing a plan of action to fix the same.
5. Conducting training sessions with the clients to ensure the right understanding of
our Products.
6. Analyze customer data to improve customer experience.
7. Minimize customer churn.
8. Track and maintain good NPS and CSAT score for existing accounts, determine
customer satisfaction, and use the findings to improve on areas of complaint.
9. Tracking and managing the Software License Renewals.

Eligibility
The following are the important eligibility requirements for this Job:

1. Minimum 1 year of experience in Customer Success Management. Experience in a

B2B Software Product would be preferred.
2. B. Tech in Computer Science or IT or equivalent degree would be preferred.
3. Fluent in Verbal and Written English.
4. Must have a laptop or desktop to work.
Others:

1. Proactive, Prompt, and Responsive.

2. Strong sense of responsibility and ownership.
3. Common sense and general aptitude.

Company Introduction
Cogno AI by AllinCall is an Omnichannel Cloud Communication-as-a-Service that uses a
combination of ChatBots, Live Agent Chat, Cobrowsing, and Video Calling to provide a
Delightful Customer Experience across all Digital Channels.

We work with 45+ large Enterprise clients (ICICI Group, Kotak Group, HDFC Group, State
Bank Group, Aditya Birla Group, Bajaj Group, etc).

We are on a mission to build the best Communication Solutions for Businesses to help them
build delightful Customer Experiences.