Customer Success Associate - Bengaluru, Karnataka, India - Nanoprecise

Description

Responsibilities
-
Customer Onboarding: Lead the onboarding process for new customers, ensuring they are set up for success with our AI vibration analysis solution. Provide training and guidance as needed.
-
Account Management: Build and maintain strong relationships with customers, understanding their unique needs, challenges, and goals within their industry and machinery context.
-
Monitoring and Analysis: Proactively monitor customer accounts, analyzing vibration data, and identifying potential issues or anomalies. Collaborate with customers to resolve problems swiftly.
-
Customization and Optimization: Work closely with customers to customize AI models and algorithms to meet their specific requirements. Optimize system performance based on customer feedback and industry best practices.
-
Education and Training: Develop and deliver training sessions and resources to educate customers on using our AI vibration analysis solution effectively. Keep customers informed about updates and best practices.
-
Feedback and Communication: Gather customer feedback and communicate their needs and suggestions to our product development team. Serve as the voice of the customer within the company.
-
Success Planning: Collaborate with customers to establish success plans with clear objectives and key performance indicators (KPIs). Monitor progress and assist customers in achieving their goals.
-
Renewals and Upselling: Ensure customer satisfaction and retention. Manage subscription renewals and identify opportunities for upselling additional features or services.
-
Issue Resolution: Serve as the primary point of contact for customers facing technical challenges or issues. Coordinate with our technical support and engineering teams to resolve problems promptly.
-
Customer Advocacy: Identify satisfied customers who may be willing to participate in reference activities, case studies, or testimonials to support our marketing efforts.

• Travel to customer sites for relevant activities and meetings (travel frequency for this role is estimated at less than 20%)

Skills and Knowledge:

• Good understanding of operating principles off various rotating equipment types such as motors, pumps, gearboxes etc.
• Understand the basic principles of root cause analysis to troubleshoot issues.
• Understands the importance of predictive maintenance for rotating equipment.
• Proficiency at managing accounts in a CRM tool.
• Effectively communicate with diverse stakeholders.
• Demonstrable ability to present ideas, products and concepts to medium size groups (public speaking).
• Understands project execution journey with technology implementation.
• Proficient at analyzing and displaying business value.

Desirable Skills & Experience:

• Previous exposure to Condition Monitoring
• Experience working with "IoT" technology in different verticals including heavy industry, complex manufacturing, automotive, and other regulated environments is desirable
• Familiarity with the IoT technology deployment process
• Knowledge on SaaS based software that are doing predictions using Artificial Intelligence
• Ability to identify and manage KPIs
• Understanding of presentation

Education and Experience:

• Bachelor Degree or equivalent experience
• Minimum 3 years proven track record of daytoday customer relationship management
• Experience at project management
• Startup experience an asset
• Obsessed with our customers success Key Performance Indicators
• Has the ability to facilitate across multiple teams.
• Take pride in participating in a business that can positively impact the life of many people
• Committed to continuous selflearning.
• Lots of passion for solving real life problems

Startup attitude:

• Get things done, show high levels of ownership and commitment.
• Handson with the ability to manage multiple projects simultaneously.
• Long haul outlook to work with the company and reap the benefits of being part of the challenging journey.

Job Types:
Full-time, Permanent


Salary:
₹351, ₹1,556,790.10 per year


Benefits:

• Health insurance
• Paid sick time
• Paid time off
• Provident Fund
• Work from home

Schedule:

• Day shift
• Monday to Friday
• Morning shift

Supplemental pay types:

• Performance bonus
• Yearly bonus

Experience:

- total work: 1 year (preferred)


Ability to Commute:

• Bangalore City, Karnataka (required)

Ability to Relocate:

• Bangalore City, Karnataka: Relocate before starting work (required)

Work Location:
In person