As a Customer Success Specialist at GoML, you will play a pivotal role in ensuring our clients’ success by guiding them through the process of building and consuming GenAI applications. You will be the bridge between our innovative AI solutions and our customers, ensuring a seamless and delightful experience. You will also be responsible for cross & upselling various solutions to the customer, to ensure repeat and larger business from them.
Responsibilities:
- Engage with the customers to understand their experience of working with GoML & how we can continuously improve.
- Develop close relationships with the decision makers to get repeat business, by understanding their needs and building cross-sell, upsell proposals
- Proactively engage with customers to gather feedback, address concerns, and identify opportunities for upselling or cross-selling.
- Collaborate with the delivery team to communicate customer feedback and contribute to the continuous improvement of our projects. Also, manage customer expectations, post discussion with the deliver leads, thus ensuring the overall gap is bridged between the customer and the delivery team.
- Create and maintain documentation, tutorials, and other educational materials to empower customers to maximize the value of our GenAI applications.
- Manage and own CSAT scores, working towards a strategy to continuously improve
- This person will own targets from upsell within the focused accounts.
Requirements:
- Excellent communication and interpersonal skills.
- Customer-centric mindset with a focus on delivering exceptional service. Have a customer-first approach and obsession towards customer success.
- Ability to work in a fast-paced, dynamic startup environment.
- At least 2 years of proven track record in managing client communication and relationship in any capacity
