Customer Sucess Associate

Key Responsibilities:

Seller Onboarding & Training: Drive end-to-end onboarding for sellers, nurture leads, and deliver structured product training to ensure seamless adoption.

Retention & Churn Analysis: Identify churn risks by analyzing uninstall data, engage customers through preferred channels, and implement retention strategies.

Subscription Renewals & Account Management: Manage paid seller accounts, foster strong relationships, and ensure subscription renewals and platform satisfaction.

Real-Time Engagement & Support: Monitor new installations/uninstallations, provide timely follow-ups, and deliver instant support via integrated helpdesk systems.

Lead Conversion:Transition free, trial, and expired-license users into paid subscriptions through proactive engagement.

Multi-Channel Outreach: Engage sellers via email, calls, and other channels to increase activation and engagement.

Trial Period Optimization: Support sellers during trial periods to ensure successful onboarding and first-payment conversion.

Revenue Growth: Drive Monthly Recurring Revenue (MRR), Annual Recurring Revenue (ARR), and one-time sales through strategic engagement.

Proactive Lead Handling:

Manage inbound queries, initiate engagement with active visitors, and optimize conversion strategies.

Upselling & Cross-Selling: Promote additional apps and services using consultative selling and case studies.

Lead Monitoring & CRM Management: Track CRM leads, follow up to improve conversion, and streamline the sales funnel.

Support & Issue Resolution: Handle support tickets, minimize escalations, and collaborate with developers for issue resolution.

Product Feedback & Enhancement: Collect seller insights, log product improvement requests, and collaborate with internal teams for optimization.

Customer Satisfaction & Advocacy: Ensure exceptional customer experience, proactive engagement, issue resolution, and generate reviews.

Performance & Time Management: Manage daily productivity effectively across chat support, outreach, and engagement activities.