Customer Success & After-Sales Specialist

Azkatech

We are seeking a proactive and detail-oriented Customer Success & After-Sales Specialist to join our team. This role is a hybrid position, combining the relationship-building and strategic aspects of a Customer Success Specialist with the technical and problem-solving duties of an After-Sales Specialist. The ideal candidate will be the primary point of contact for our clients post-implementation, ensuring they achieve maximum value from their ERP/B2B solution while also providing essential technical support.

Key Responsibilities

• Customer Relationship Management: Build and maintain strong, long-term relationships with a portfolio of clients. Act as a trusted advisor, understanding their business needs and challenges to align our solution with their goals.
• Proactive Engagement: Conduct regular check-ins and proactive health checks to monitor product adoption and user engagement. Identify and address potential issues before they impact customer satisfaction.
• Technical Support: Serve as the first line of defense for customer issues. This includes troubleshooting technical problems, handling bug reports, error messages, and other system-related issues.
• Case Management: Efficiently manage a queue of support tickets, ensuring timely and effective resolution in collaboration with the technical support team.
• Strategic Planning: Participate in periodic business reviews with clients to discuss performance, strategic goals, and potential improvements or expansions.
• Issue Resolution: Handle customer complaints with empathy and professionalism, acting as a liaison between the client and internal teams to ensure all issues are resolved to the customer s satisfaction.
• Opportunity Identification: Proactively identify opportunities for upselling or cross-selling new features or services based on a deep understanding of the client s business.

Primary Goals, Approach, and Key Performance Indicators (KPIs)

• Goal
  
  • Proactively ensure long-term customer value and retention while reactively providing timely and effective technical support and issue resolution.
• Approach
  
  • A hybrid approach combining strategic, relationship-oriented engagement with a reactive, problem-solving mindset. The role balances proactive communication and business planning with efficient and expert-level technical troubleshooting.
• KPIs
  
  • Increase in modules used by existing clients.
  • Upsell/cross-sell revenue and pipeline value.
  • Customer retention rate (CRR), Net Promoter Score (NPS), and Customer Satisfaction Score (CSAT).
  • Number of actionable market insights gathered.