Customer Success Specialist

Description: Customer Success Specialist Location- Bangalore, Mumbai/ Pune, Delhi Overview Given FalconBrick’s business model, where our customers pay us over a period of time, Customer Success is absolutely vital to our long-term profitability. We will be successful ONLY if our customers receive 8-10x value from our product. We need a Business Analyst who has a strong analytical mindset. Most importantly, he will manage relationships with our customers in a given region, give them on-ground support and ensure successful deployment and continuing benefits for them from FalconBrick’s solution. Basically, he / she will be FalconBrick’s face to our customers in a given region Responsibilities- own “customer success” for our customers • Lead initial discussions with customers and gather & Understand their requirements • Create & maintain customer processes • Determine operational objectives by studying business functions; gathering information; evaluating output requirements and formats • Planning & monitoring customer deliverables • Rigorously manage customer data using tools such as MS Excel, Databases, etc • Define reporting / dashboard requirements • Prioritize & translate customer requirements/feedback to the product team Manage Lifecycle activities for each Customer • Initial deployment & Onboarding of customer onto the FalconBrick solution • On-ground Training for users of the solution • On-going Customer Support & interventions, if any • Customer Success Management Measure & ensure benefits for customers from FalconBrick solution • Measure & quantify benefits that our customers are getting from the solution (at various levels – on-ground users as well as senior management) • Determine what kind of reports / Dashboards top management would need to get visibility on the project and communicate this to our team in Bangalore Requirements: • 4-5 years’ experience in B2B customer–facing organizations • Bachelor's Degree in appropriate field of study or equivalent work experience • Strong experience in MS Excel, Databases, Customer-facing experience (Microsoft Access and/or SQL experience strongly preferred) • Proven experience in gathering requirements and testing • Excellent communication and presentation skills Desired Skills • Experience in Real estate domain and Startup experience is a plus • SaaS experience