Customer Success Specialist

What is Upshot.ai?
Upshot.ai is the most powerful digital customer engagement platform in the SaaS market right now. It can integrate with mobile apps, websites, and web portals to engage users in a dynamic, highly contextual, and personalized way.

Who is using Upshot.ai?
In domains like banking, life insurance, health care, mobile gaming, e-commerce and retail, manufacturing, and commercial real-estate, world-renowned companies from India and abroad are using Upshot.ai. More and more companies are choosing Upshot.ai every month!

Visit https://www.upshot.ai to learn more about Upshot.ai and its capabilities.

Role We Are Hiring For:
We are looking for one superb and experienced Senior Customer Success Specialist as well as two young and dynamic Customer Success Specialists to join our growing team and deliver on these key KPIs:

1) Fast, smooth implementation of Upshot.ai at new clients, designing their web & mobile analytics from scratch
2) 100% client satisfaction & retention by solving their problems fast using Upshot.ai
3) Recurring business growth from clients annually
4) Help Upshot.ai build new features and capabilities by identifying gaps

To achieve these KPIs, they have to work on the following items:

Plan, guide, and assist new clients in implementing Upshot.ai effectively, including designing their analytics from scratch.
Monitor client data, analytics to spot insights/issues/opportunities
Offer creative campaign strategies to clients & convince them to implement
Work with the graphic designer to create campaign creatives as per client brand guidelines
Set up and execute campaigns on time on behalf of clients, using appropriate features of Upshot.ai
Track campaign conversions
Present weekly, monthly, quarterly and annual analysis of campaign performance to clients & track progress towards client KPI goals
Create on-demand reports as per client requirements
Work with engineering/product teams in finding root-cause and fix product issues
Resolving client queries ASAP on email, chat, audio, and video calls
Create and maintain strong professional relationships with CXO & senior management layer of large global clients
Ensuring 100% client retention
Getting new business from clients

Personal Qualities We Look For & Highly Value:

Fast learner with a humble attitude, open to feedback
Proactive, not reactive
Multi-tasker, great time management skills
Team player, willing to share & receive knowledge
Detail-oriented, not just high level
Ability to work & think independently under pressure
Superb communicator with internal team and clients face to face, on calls, and in emails & documents
A problem solver & curious person by nature
A happy, cheerful attitude
Fantastic with numbers and data, with good skills in Excel/spreadsheets

Qualifications:

2-5 Years of experience in Customer Success operations with client communications responsibilities, or else Business Analysis (BA) role with client communications responsibilities
Similar experience to the above role preferred
Strong references should be available for us to reach out and cross-check

Life At Upshot.ai Customer Success Team:

High visibility, high pressure, results-driven team members and seniors
Fast-paced, every day is different and full of learning
A fun-loving and humorous approach to work
Excellent team bonding
Hierarchies don’t matter, you can approach even the CEO with your ideas, and everyone will listen to you and take you seriously.
Team parties, outings, etc.
Solid growth and learning