Customer Success Job Description

Job Responsibilities:

• Build and maintain strong relationships with customers, ensuring their success and satisfaction.
• Proactively engage with customers to understand their requirements and provide timely and effective solutions.
• Manage customer onboarding and implementation process, ensuring smooth transition and successful adoption.
• Provide guidance and support to customers on product usage, features, and best practices.
• Address customer inquiries, issues, and concerns promptly and professionally.
• Identify opportunities to upsell or cross-sell additional products or services to customers.
• Monitor customer usage and analyze data to identify trends and potential areas for improvement.
• Collaborate with internal teams to advocate for customer needs and drive product enhancements.
• Conduct customer satisfaction surveys and collect feedback to continuously improve customer experience.
• Track and report key metrics related to customer success, adoption, and retention.

Essential Qualifications:

• Bachelor’s degree in a relevant field.
• Prior experience in customer success or account management role.
• Excellent communication and interpersonal skills.
• Strong problem-solving and negotiation abilities.
• Ability to multitask and manage multiple customer relationships simultaneously.
• Proficiency in using customer relationship management (CRM) software.
• Proven track record of meeting or exceeding customer satisfaction and retention targets.

Desired Experience:

• 1-3 years of experience in a customer success or account management role.
• Experience in the airline industry or travel sector would be an advantage.
• Familiarity with Air India services and products.
• Knowledge of CAD – Canada currency and related financial processes.