Overview:

 

We are seeking a highly motivated and customer-centric Customer Success Representative (CSR) to join our growing team. The CSR will be responsible for building strong, long-lasting relationships with our customers, ensuring they are successfully on boarded, trained, and continuously supported throughout their journey with our SaaS-based product and its support. This individual will work closely with customers to understand their goals, resolve issues, and help them achieve the maximum value from our offerings. The CSR will work as the first point of contact for the customer to address the reported issues within the agreed SLAs.

 

Key Responsibilities:

 

• Customer Support: Understand the customer-reported issues and resolve the issues either through configurations or through the technical team.
• Product Knowledge: Get the training of our product and gain complete knowledge of the product and related business so that the CSR can provide the support to the end customers.
• Customer Onboarding: Guide new customers through the onboarding process, ensuring they understand how to use the product effectively and achieve initial value as quickly as possible.
• Relationship Management: Develop and maintain strong, trust-based relationships with customers, serving as the primary point of contact for any inquiries or concerns.
• Customer Retention: Proactively identify and address customer needs, pain points, and opportunities for improvement to ensure long-term satisfaction and retention.
• Product Adoption: Educate customers on new features, best practices, and provide proactive insights to drive product adoption and usage.
• Issue Resolution: Act as a problem solver for customer challenges by collaborating with cross-functional teams (e.g., engineering, product, DevOps, and ProdOps) to resolve issues promptly.
• Customer Health Monitoring: Monitor customer satisfaction and success metrics (e.g., product usage) to ensure positive engagement and identify at-risk customers.
• Renewals and Upsell Opportunities: Identify and promote opportunities for contract renewals, upselling, and expansion of services, collaborating with the sales team when appropriate.
• Feedback Loop: Gather customer feedback and insights to inform product development, feature improvements, and service enhancements.
• Reporting & Documentation: Maintain up-to-date customer records, track progress towards success goals, and report on key metrics and customer feedback.

 

Skills & Qualifications:

 

• Bachelor’s degree in IT, CS, BBIT, MBIT or equivalent
• Experience in a Customer Success, Customer Support, or Client Services role, preferably in a SaaS or tech-driven environment.
• Excellent interpersonal and communication skills (written and verbal).
• Strong problem-solving abilities and a customer-first mindset.
• Ability to manage multiple customers and prioritize tasks effectively.
• Experience using various issue-tracking tools (e.g., JIRA, MS ADO, Fresh Desk, etc.)
• Ability to work cross-functionally and collaborate with teams like Engineering, Product, DevOps, ProdOps and leadership.
• Familiarity with customer satisfaction metrics and experience with driving customer success initiatives.

 

Desirable Attributes:

 

• Empathy and a genuine passion for helping customers.
• Detail-oriented with strong organizational skills.
• Comfortable in fast-paced, dynamic environments.
• A proactive, self-starter who can work independently while being a collaborative team player.

 

What we offer:

 

• A competitive salary and package.
• A diverse team and inclusive culture.
• A focus on individual learning and development.
• Medical insurance self, spouse, children & Parents.
• All expense paid Business Travel, plus travel allowances.
• Paid Annual Leaves, Sick Leaves, Hajj Leaves, Maternity Leaves.
• Certification allowances.
• Company provided meal.
• In-house Doctor, Gym.

 

Why NETSOL? Join our innovative team that values creativity and collaboration. We provide our employees with opportunities for professional growth in a supportive and forward-thinking environment.