Almabase – Customer Success Associate – Bangalore, India

About Almabase

We are on a mission to make education affordable to everyone by helping universities & schools build better relationships with their alumni, which leads to increased donations.

1. Democratizing quality education: Quality education is a great equalizer. When many students receive scholarships to access education because of alumni generosity they pay-it-forward when they have the capacity to do so. We derive our inspiration from actions like this
2. Building a large profitable business: We envision building a capital-efficient, large profitable business to achieve our mission of democratising quality education. This means less dependence on investors & more ownership with the team. We are one of the few profitable Indian SaaS startups building Value SaaS.
3. Employee Wellness <> Customer Success: We give as much importance to each team member’s personal & professional success as much as we care about our customer’s success. We believe it’s all about balance. Our recent WFH policies reflect this belief.

Our impact so far

• 3 million alumni connected
• 450,000 students impacted
• $3 million donations raised
• 54 million engagement opportunities created
• 32 months since profitability

The Opportunity

Almabase is looking to hire a “Customer Success Associate” who will work directly with customers to help them use and understand the product, provide effective resolutions, and proactively take steps to improve product knowledge.

In this role, you are expected to be highly empathetic, accurately understand customers’ problems, and build deep product knowledge to resolve them effectively. The advantages of this role are —

• You get to understand our complete product. Very few people get to have it and ones with the complete knowledge prove to be extremely valuable to our customers.
• You get to deal with a varied set of customers (tech-savvy and non-tech-savvy), increasing your versatility in managing different situations.
• It can be a stepping stone to becoming a CSM.

You will be a part of the Customer Services team. Internally, this role would require interaction with the Product, Engineering, and Customer Success teams.

The Customer Services team plays a critical role in a growing startup as the team acts as the voice of the customer internally and the face of the company to our customers. Our Product provides many features, and this team is responsible for making the customer understand how to use them for the best of their needs. We’re looking for individuals who are self-driven, precise communicators, and well prepared to thrive in a fast-growing company.

Almabase is the world’s most loved alumni management software because we pride ourselves on providing an excellent and second-to-none customer experience. We encourage you to take a look at what our partner schools have to say about the customer experience we provide (our reviews)

Responsibilities

1. 1. Accurately identifying the problem and providing solutions
      • Taking complete ownership of the customer’s issue. You’re accountable for researching, reproducing, troubleshooting, and resolving concerns/issues raised by our customers via in-app chat or email.
      • Have a deep understanding of the product to provide optimal resolutions to the customer.
      • You’re expected to understand the customers’ actual needs and provide resolutions using specific product features.
      • You’re expected to be both proactive (anticipating what can be asked and providing suggestions) and reactive(answering what the customer has asked for) in your approach when responding to the customer.
      • You’re expected to analyze the technical issues reported by the customer and collaborate with the engineers to provide a resolution.
      • Gathering information from the customer about features requested and communicating the information with the Product team.
   2. Providing tailor-made training to customers
      • Understanding the customer and their needs and coming up with a training plan for them.
      • Conducting the training sessions such that it instills confidence in our customers to use the product.
      • Actively track the customer experience during training and the usage of the product to further tweak the training plans.
      • Proactively identify the areas of Product to be improved for better adoption.
   3. Enhancing Customer Experience
      • Consult optimum next steps that help the customer reap the maximum benefits from the product
      • Resolving complex issues/queries for customers and implementing resolutions within set KPIs and SLAs
      • Collaborating with the product team to suggest finer workflows or changes within the product that enhances customer experience with using the product
      • Going above and beyond than providing just resolutions – creating short videos, suggesting best practices, workarounds, next steps, etc.,
      • Checking in and following up with the customer regularly until the issue is resolved.
      • Assisting Customer Success Manager with any customer requirements, queries, or issues in order to improve the customer experience.

4. Other Responsibilities

• Updating help articles based on any changes or improvements made to the product.
• Writing new help articles for the new features added to the product.
• Participating in the onboarding process for new team members by helping them understand our product and how the Customer Support team provides value to the customer.

Work Timings:

You will primarily be supporting US educational institutions so you are expected to work from 6 PM to 5 AM IST(approx.)