What's included

• Onboarding Customers

  * Onboard the customer as the first point of contact, identifying their pain points and goals. * Document meeting notes and build a customer success plan. * Check in with the customer after the initial onboarding call to see if they are satisfied or have questions. * Meet with the customer on a weekly or bi-weekly basis, depending on their needs.

• Product Demos

  * Demo any software or feature to new or current customers. * Make customers feel confident and self-sufficient using the platform. * Record Loom videos or create PDF guides to help customers utilize the platform. * Identify functionalities that customers can adopt. * Take notes and document feedback from customer demos. * Upsell and cross-sell functionalities within the SaaS platform.

• Troubleshoot Bugs

  *Identify bugs within the platform and create ticket requests for the Product team via Productboard or Jira, while keeping customers updated on the status of the issue. *Test and troubleshoot bug tickets, BEFRs, and feedback requests for customers. *Ensure all tickets are streamlined, organized, and resolved in a timely manner. *Cross-collaborate with different teams to resolve customer issues effectively.

• Customer Success Insights & Scorecard Development

  *Analyze data and develop scorecards highlighting customer wins. *Provide actionable suggestions to enhance product adoption. *Conduct pre- and post meetings with customers to address inquiries and concerns.