ZINFI is looking For a Dynamic Customer Success Associate

Job Summary:

The Customer Success Associate (CSA) is responsible for supporting customer success initiatives by delivering exceptional service, ensuring customer satisfaction, and helping customers effectively utilize ZINFI's solutions. This role involves managing technical and operational inquiries, leveraging CRM tools, and contributing to process improvements to enhance customer experience.

Responsibilities & Deliverables:

Customer Support:

• Act as the primary point of contact for customer inquiries, offering prompt and accurate resolutions.
• Manage and resolve service support tickets, adhering to Service Level Agreements (SLAs).
• Work closely with internal teams (Engineering, Account Management, and Professional Services) to ensure timely resolution of escalated issues.
• Ensure customers are kept informed throughout the resolution process and provide follow-up support as needed.

Customer Engagement:

• Build strong customer relationships through proactive communication and problem-solving.
• Collect and document user feedback, reviews, and success stories through various channels (phone, email, surveys).
• Identify customer pain points and share actionable insights to improve customer experience and product features. CRM and Integration Support:
• Assist customers with CRM-related inquiries, including configuration, data management, and troubleshooting.
• Provide guidance on CRM best practices to enhance customer workflows.
• Collaborate with technical teams to support customers with system integrations involving ZINFI solutions and third-party platforms.
• Educate customers on the capabilities of integrated systems to optimize their operations.

Operational Excellence:

• Follow Standard Operating Procedures (SOPs) for ticket management, feedback handling, and documentation.
• Ensure data accuracy and compliance with relevant regulations (e.g., GDPR) during customer interactions.
• Stay updated on ZINFIs product features, CRM platforms, and integration methodologies to provide informed support.

Collaboration and Process Improvement:

• Participate in interlock meetings with clients and internal teams to discuss feedback, trends, and operational challenges.
• Contributes to the creation and refinement of user documentation, training materials, and internal SOPs.
• Share insights from customer feedback and support experiences to improve processes and product offerings.

Benefits:

• Competitive salary.
• Opportunities for professional growth and development.
• Comprehensive training and certification programs.
• Collaborative and supportive work environment.

Reporting To: Head of Customer Success

Qualifications:

**Candidates should be comfortable working in NORAM Shifts.**