Customer Services Consultant is responsible for establishing and building customer relationships to promote customer retention and loyalty. They ensure customers are satisfied with the company’s products and services, provide high-level technical support and work to resolve any customer dissatisfactions. They often act as the primary point of contact for the company’s customers and connect customers with specific teams to address specific requests.
A customer success manager works with customers to ensure they’re receiving the tools and support needed to achieve their goals. This includes advising them on buying decisions and onboarding new users after purchase. CSMs have an in-depth understanding of the customer’s needs and are responsible for communicating common customer behaviors to the sales, marketing, and product teams.
From pre-sales to post-purchase, CSMs complete a variety of tasks and create a mutually-beneficial relationship with your customers. Take a look at a few of those responsibilities in the section below.Read more
Since a CSM works one-on-one with customers, you have an opportunity to significantly influence MagicBox customer base. You should act as consultant for MagicBox explaining to customers why you can meet their specific needs. This positive reputation will not only keep your customers satisfied with high NPS and CSAT, but it will also encourage them to promote MagicBox.
Onboarding is one of the biggest priorities for CSMs. That’s because it’s extremely important to educate customers on how to use your product. Onboarding should focus on features they need to learn, based on the projects they aim to complete. This way, they can get up to speed as fast as possible and be one step closer to achieving their goals.
Another way to increase a customer’s lifetime value is through upselling and cross-selling. CSMs are dedicated to fulfilling customer goals, which creates an opportunity to introduce premium products and services. When customers are ideal for an upgrade, CSMs can meet with them to explain why the additional purchase will be helpful. Since your CSM will have a rapport with the customer, they’ll be more likely to trust your team’s advice.
There are some questions customers will have that aren’t the responsibility of the CSM. Technical issues, minor product problems, and basic business questions should be geared towards your customer support team. CSMs should foster a relationship between customers and support, making it easier for users to solve small or short-term problems.
As someone who works directly with customers, a CSM should feel responsible for advocating their needs. They need to have a in-depth understanding of customers likes and dislikes about your products, which can be discovered through syncups, surveys, reviews, referrals, and more. CSMs should organize, analyze, and share this information with other departments to ensure your company’s decisions always consider the voice of the customer.
Aid with the development and improvement of the product by gathering feedback to identify recurring issues and addressing these with the product manager
Drive product documentation and FAQs and website update for these collaterals. Provide technical support and ad-hoc training to customers who use the company’s product, replying to inbound queries.
For MRR & Revenue
For better NPS
Experience level – 4 to 6 years
Test scoping, design, implementation, execution, debugging, and automation. You
will work within a team utilizing an agile development methodology composed of smart,
motivated people skilled in Product Management, Development and QA.
● You will be responsible for all aspects of quality including user experience, performance,
accessibility and security
● Reviewing and analyzing requirements, technical design and writing test cases and
● Collaborate with Developers. Actively participate in the entire product life cycle including
product specification reviews and design reviews.
● Support the entire test and certification process by getting involved early in the product
development cycle and managing areas of ownership through product release
● You will be required to define test plans, test suites, test cases as well as utilize
automated tools to optimize the STLC which will include working on functional & non-
functional testing, cover UI and backend services
● Performing manual and automated tests, filing bug reports, and collecting and reporting
● Analyzing and investigating user-reported problems.
Proficient with Bug tracking tools like TFS / JIRA etc.
● Automation tool like Selenium etc.
● Any load testing tool like JMeter
● Experience working in an Agile/Scrum development process
● Strong analytical and problem-solving skills, appreciation for efficient algorithms.
● Excellent written and oral communication skills.
Design the next version of a world class product that is already being used by millions of students. Translate concepts into user flows, wireframes, mockups, and prototypes that lead to intuitive user experiences.
Experience in working with the Product engineering team and managing multiple parallel scrums and releases. The experience of working with a large B2B SaaS product team with millions of live users is a must-have.
If you're interested in one of the available positions, please send your resume at firstname.lastname@example.org