Experienced Customer Success Associate - India (R-21781) at blithequark

Are you a driven and customer-focused professional looking to take your career to the next level in a dynamic and innovative company? Do you have a passion for delivering exceptional customer experiences and a knack for problem-solving? If so, we want to hear from you! blithequark is seeking an experienced Customer Success Associate to join our team in India. As a key member of our customer success team, you will play a vital role in ensuring our customers receive fast and efficient responses to their requests, driving efficiency in service delivery tasks and processes, and delivering a fanatical support experience.

About blithequark

blithequark is a leading provider of innovative solutions and services that empower businesses to succeed in today's fast-paced digital landscape. With a strong commitment to customer satisfaction and a passion for innovation, we strive to deliver exceptional experiences that exceed our customers' expectations. Our team is comprised of talented and dedicated professionals who share a common goal: to make a meaningful impact on our customers' businesses.

Job Description

As a Customer Success Associate at blithequark, you will be responsible for providing support to our Service Delivery Managers in our largest customer base, ensuring fast and efficient response and resolution of customer requests. You will work closely with teams of Service Delivery Managers to proactively manage inbound customer requests and ensure that these are seen through to full resolution. This requires routing workstreams to the most appropriate team, responding directly to customers' needs, and performing frequent clerical and commercial tasks on behalf of the Service Delivery group.

Key Responsibilities

* Monitor inbound customer ticket requests and route them appropriately

• Respond directly to customer information requests for specific task responsibilities
• Monitor and progress open tickets within agreed time scales to ensure customer/internal response receipt
• Proactively take ownership and work tickets
• Identify common/recurring operational issues in support queues and support customers to resolution
• Identify areas in which ticket volumes could be reduced and managed more efficiently through process or management change
• Escalate support requests (phone/ticket) according to escalation procedures
• Manage support requests and co-ordinate blithequark/Customer support teams to deliver within agreed timescales
• Responsible for adhering to company security policies and procedures as directed
• Utilizing business knowledge, networks, and commercial acumen to see tickets through to completion

Key Performance Indicators

* Ticket workload completed

• Customer satisfaction, based on NPS Ticket score
• Performance accuracy measures
• Strive towards a world-class target of 80% for the Net Promoter Score, including NPS-T scores
• Engagement of every customer within their customer base
• Ticket and workload management

Person Specification

* Tenacious problem solver, willing to own issues until full resolution

• Excellent communication skills, both written and verbal, with great attention to detail
• Strong rapport and relationship-building skills with both internal departments and external customers
• Strong level of business awareness and commercial acumen with a solid understanding of financial terminology
• Strong organizational, time management, and prioritization skills
• Able to take a creative approach to situations and problem-solving
• A minimum of 3 years' experience in a Service Delivery/Account Management role
• A minimum of 3 years' experience in the IT industry or holds a good understanding of Internet Technologies
• Understanding of IT industry working practices/methodologies – ITIL foundation certification desirable but not essential

Policy Compliance

Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.

What We Offer

* Competitive salary and benefits package

• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Flexible working hours and remote work options
• Access to cutting-edge technology and tools
• Opportunities to work with a diverse range of customers and projects

How to Apply

If you are a motivated and customer-focused professional looking to take your career to the next level, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications for the role. We look forward to hearing from you!

Note:

This job posting is for a Customer Success Associate position at blithequark. The job requires a strong customer focus, excellent communication skills, and a minimum of 3 years' experience in a Service Delivery/Account Management role. The ideal candidate will be a tenacious problem solver, able to take a creative approach to situations and problem-solving, and have a strong level of business awareness and commercial acumen. Apply for this job