Customer Success Associate

About CEQUENS

CEQUENS is a global, AI powered customer engagement solutions provider that simplifies customer engagement for businesses through its innovative, reliable, and secure communication solutions. Established in 2011, CEQUENS offers a comprehensive suite of APIs, including SMS, WhatsApp for Business, Voice, Push Notifications, and more, enabling seamless and personalized interactions across multiple channels.

Our partner network covers MEA region with international access to messaging hubs worldwide and our clients include major banks, credit cards, digital payments, OTT applications, government authorities, health and education, and other industry verticals.

If you have the passion for success and are ready to constantly.

Job Summary:

We're looking for a passionate and proactive Customer Success Associate to join our growing team and play a vital role in building long-term relationships with our customers. You'll be responsible for onboarding new customers, ensuring their success with our product, and proactively identifying and addressing their needs.

Key Roles and Responsibilities:

• Onboarding: Guide new customers through the initial product setup and usage process, ensuring they understand its value and features.
• Support & Engagement: Provide responsive and efficient customer support through various channels (email,phone, chat) and proactively engage with customers to identify potential issues and opportunities.
• Relationship Building: Cultivate strong relationships with customers by actively listening to their needs,providing personalized advice, and building trust.
• Revenue Retention & Expansion: Responsible on revenue retention, minimizing churn and identifying upsell and cross-sell opportunities within your customer base and present them effectively.
• Data Analysis & Insights: Monitor customer usage data and identify trends to personalize interactions, identify potential churn risks, and inform product improvements.
• Feedback & Reporting: Gather customer feedback, document resolutions, and generate reports to track progress and inform team strategies.
• Collaboration: Work closely with other teams (Sales, Product, Engineering) to ensure a seamless customer experience and advocate for customer needs

Requirements

Required Skills and Experience:

• Bachelor's degree in a relevant field (e.g., Business, Communication, Technology) or equivalent experience.

• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.
• Strong problem-solving and analytical skills, with the ability to identify and solve customer issues efficiently.
• Proactive and organized, with the ability to manage multiple tasks and prioritize effectively.
• Strong written and verbal communication skills, with the ability to document issues and communicate solutions clearly.
• Experience with customer relationship management (CRM) systems and data analysis tools is a plus.
• Experience & background on CPAAS platforms is a plus.
• Passion for learning and a desire to continuously improve customer experience.