Customer Success Specialist

In Customer Success, you’ll be the friendly face and voice of Collexo, guiding our clients every step of the way. Your

day will be spent building relationships, troubleshooting issues, and celebrating wins with clients as they see the

impact of our solutions firsthand.

Proactively engage with customers right from the time of inception throughout the entire life-cycle of the customer

which includes strategic and tactical guidance, client on-boarding, usage tracking, consultancy, training, meetings,

workshop, onboard existing accounts of Meritto for Collexo and renewal.

You must have high levels of self-motivation, excellent relationship management and the ability to communicate with

both technical and business stakeholders.

We promise to offer a lot of challenges, opportunities to learn & grow in a fast-paced environment.

Key Roles & Responsibilities

• Gather requirements from clients, Suggest Product Solutions, coordinate with other teams to ensure

seamless Implementation

• Frequent traveling or virtual connect with client for product training, and adoption purposes

• Have deep product knowledge of all product lines. Ability to showcase product demos and work out

solutions for business use cases using best product fit.

• Work with internal cross-functional teams (Meritto CS team, Product, Sales, Marketing, Product

Marketing, Finance, support, etc.) to ensure customer issues/ solutions are addressed.

• Review ongoing product usage, account health, risk assessment, industry trends, customer trends, and

competitor landscapes; Identity upsell/cross-sell opportunities,

• Provide actionable insights to decision-makers to influence strategy and performance

• Ability to effectively prioritize and execute tasks in a fast-paced environment

• Manage overall customer success to ensure high retention and renewal rate.

• Act as a bridge between the company and the client.

• Drive Collexo adoption by migrating high GMV clients, optimizing PG charges, and converting offline

transactions to online.

• Drive Conversion and Closure: Assist the Meritto Sales/CS teams for Collexo closures with the help of your

deep understanding about the platform.

• Contribute to Revenue Goals: Be accountable for specific upsell and cross-sell KPIs as part of your

performance metrics, supporting the organization's overall revenue growth from existing accounts.

• Act as a Growth Consultant: Think beyond support, your role is to consult clients on how they can extract

maximum value from Collexo/Meritto’s ecosystem, thereby uncovering new business potential organically.

A day in the life of this role

• Should be highly comfortable in the fast-paced, high-growth startup environment

• Excellent written and verbal communication skills. Excellent interpersonal skills to interact with the

clients.

• Ability to quickly gain the clients’ trust, demonstrate ownership for the clients’ issue,

problem-solving skills.

• Drive Conversion and Closure

• Proficiency in Excel and report generation.