Mar 2016 – Present · 10 yrs 3 mos · Gurgaon, India

• Understand customer’s objectives, effectively convey how our product can help, and help them achieve their goals;
• Plan, organize and deliver online training and support for onboarding new customers and driving continued usage of the product;
• Assist in pre-sales demonstrations of the product to customers and work closely with our Sales team to ensure excellent customer experience;
• Respond to customer questions and requests in a timely manner;
• Keep connecting with assigned customers through phone calls, email exchange, online chat, etc. to ensure the continued product usage;
• Establish a trusted advisor relationship with each assigned customer and help customers to continuously derive values of our product;
• Identify and/or develop upsell and cross-sell opportunities;
• Provide feedback to our Product team based on customer comments;
• Help internal team to investigate any issues that customers are facing, raise bug tickets, and program manage account escalations;
• Keep yourself updated on all the features of our product as well as industry trends including competitors’ products and global best practices in customer trainings.