Customer Success Analyst

Mumbai, Maharashtra, India | Sales | Full-time | COVID-19 remote

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About Us

 

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 with a delightful Customer Experience. 

 

What You Will Do?

 

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: 

  • Onboard new clients, help with necessary product training and maintain a profitable relationship with the clients. 
  • Keeping a track of the usage of our Products across our clients. 
  • Identifying the implementations where the usage of the Product is low and that the client is not getting the right RoI. 
  • 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. 
  • Conducting training sessions with the clients to ensure the right understanding of our Products. 
  • Analyze customer data to improve customer experience. 
  • Minimize customer churn. 
  • Track and maintain good NPS and CSAT scores for existing accounts, determine customer satisfaction, and use the findings to improve on areas of complaint. 9. Tracking and managing the Software License Renewals. 

Must Haves

  • Proactive, Prompt, and Responsive. 
  • Strong sense of responsibility and ownership. 
  • Common sense and general aptitude. 

 

What do we look for?

 

The following are the important eligibility requirements for this Job: 

  • 0-3 years of experience in Customer Success Management.
  • Experience in a B2B Software Product would be preferred. 
  • B. Tech in Computer Science or IT or equivalent degree would be preferred. 
  • Fluent in Verbal and Written English. 
  • Skills Required: Problem Solving, Analytics, Strategy, Planning, Effective Communication Skills, Critical Thinking, Leadership, G-Suite, MS-Office 

 

Why do you want to join?

 

  • Get a chance to shape your career in one of the fastest-growing spaces - Artificial Intelligence, Machine Learning, and other new-age technologies.
  • Get a chance to work with some of the largest enterprise clients like ICICI Bank, HDFC Bank, Kotak Mahindra Bank, etc., and understand their business model and operations.
  • Best of both worlds - Work experience of a startup and branding of Fortune 500 companies!
  • Very fast-paced growth environment. You tend to learn and grow at a 2x rate minimum!
  • Work with an incredible team that has created products for big BFSI enterprises (one of the toughest markets to crack!), which the customers love!
  • Lots of creative freedom!
  • Lots of fun at the workplace. Frequent fun activities to make work even more enjoyable :)
  • Fantastic company culture. No politics. Just pure work and play!
  • Very approachable and helpful seniors and peers.