Factana is a leading Industry 4.0 Solution and Industrial Apps provider based out of Bengaluru and Chicago. We are in the mission of transforming industries with digital solution using IoT and AI technologies. Fogwing is our Industrial Cloud with users from 90+ countries across the world, who are experimenting various Manufacturing solutions. We are continuously investing in innovation and product development to become leader in this space.
We are looking for highly energetic individual to join as a Customer Success Associate to be part of our Customer Success Team to help customers and users to adopt our technologies faster. This role will provide opportunity to learn and experience in global customer engagement practices to create successful career. If you are an energetic and goal-oriented person, read further.
Location:
Remote (Anywhere in India)
Graduation:
BE / B.TEch / MBA in Information Technology.
Role & Responsibilities:
- Guide customers through the onboarding process, ensuring a smooth transition and understanding of our products/services.
- Develop and implement onboarding plans tailored to each customer’s needs and goals.
- Establish and maintain strong, positive relationships with key stakeholders and decision-makers within client organizations.
- Act as the main point of contact for assigned accounts, addressing inquiries, resolving issues, and providing proactive support.
- Develop a deep understanding of our products/services to effectively communicate their value proposition to customers.
- Stay informed about product updates and enhancements, and educate customers on how to maximize their use of our offerings.
- Act as the voice of the customer within the organization, providing feedback to relevant teams to drive product improvements.
- Identify opportunities for customers to act as advocates (e.g., case studies, testimonials, referrals) and facilitate their participation.
- Monitor customer usage and engagement to identify potential risks or opportunities for account growth.
- Collaborate with Sales teams to identify upsell or cross-sell opportunities and contribute to account expansion efforts.
- Conduct training sessions, webinars, and workshops to educate customers on best practices and advanced features.
- Create and maintain customer support documentation and resources.
- Gather customer feedback through surveys, interviews, and regular check-ins to assess satisfaction levels.
- Analyze customer data to identify trends and opportunities for improvement.
- Willing to work in Manufacturing Domain.
Qualification Required:
- 1 – 3 years of experience in customers support and success role
- BE / B.Tech / MBA in Information Technology
- Experience in tech startup is a big plus.
- Strong communication skill in reading, writing, speaking and presentation.
- Strong analytical thinking and exposure in Software / Hardware Technologies.
- Ready to work in shift hours to support customers across geography.
Please note that due to high volume of applications, we may not reply to all submissions. Only qualified candidates will receive email response and call.
Send your resume to : [email protected]