Customer Success Associate

6 months ago


Dubai, United Arab Emirates Knowledge Planet Group powered by Physics Wallah Full time

**Job Summary**:
We are seeking a motivated and customer-focused individual to join our dynamic team as a Customer Success Associate at our Edtech firm. As a Customer Success Associate, you will play a pivotal role in ensuring our students and parents have a seamless and successful experience with our educational products and services. Your primary focus will be on building strong relationships with our clients, understanding their needs, and providing proactive support to maximize their satisfaction and engagement with our platform.

**Responsibilities**:

- Customer Support: Serve as the primary point of contact for students and parents, responding to inquiries, resolving issues, and providing guidance on the effective use of our platform.
- Onboarding: Assist in the onboarding process for new users, ensuring a smooth transition and guiding them through initial setup and product training.
- Customer Engagement: Proactively engage with students to understand their goals and challenges, offering personalized solutions to enhance their experience and achieve their educational objectives.
- Relationship Building: Cultivate strong relationships with clients, understanding their individual needs and advocating for their requirements within the organization.
- Product Knowledge: Develop a deep understanding of our products and services, staying up-to-date with new features, updates, and improvements.
- Customer Success Metrics: Monitor client success metrics, such as product adoption, usage patterns, and customer feedback, and take necessary actions to drive customer satisfaction and retention.
- Troubleshooting: Troubleshoot technical issues and collaborate with the technical support team to ensure timely resolution, escalating complex problems when necessary.
- User Training: Conduct virtual training sessions and webinars for customers to enhance their proficiency in utilizing the Edtech platform to its full potential.
- Feedback Collection: Gather customer feedback and insights to provide valuable inputs to the product development team, helping to improve the platform based on user needs.
- Client Success Documentation: Maintain accurate records of students attendance,interactions, feedback, and support cases in our CRM system.

**Requirements**:

- Bachelor's degree in Education, Business, Communications, or a related field.
- Proven experience in a customer-facing role, such as Customer Success, Customer Support, or Account Management.
- Passion for education and a strong belief in the power of technology to enhance learning experiences.
- Excellent communication skills, both written and verbal, with a customer-centric approach.
- Empathy and patience in dealing with customer concerns and a commitment to providing top-notch service.
- Strong organizational and time management skills to handle multiple customer interactions efficiently.
- Technologically adept, with the ability to quickly learn new software and tools.
- Collaborative team player with the capacity to work independently when needed.

**Salary**: AED4,000.00 - AED5,000.00 per month

Ability to commute/relocate:

- Dubai: Reliably commute or planning to relocate before starting work (required)



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