Chronus is hiring a

Customer Success Specialist

Chennai, India
Full-Time

About Us

Chronus is a fast-growing SaaS business that serves the who’s who of industry leaders around the world today, including large and medium enterprises, leading colleges and universities, and professional associations.  Blue-chip organizations take advantage of our award-winning software to drive compelling mentoring, coaching, and onboarding programs that propel employee engagement and alumni connections and develop their people faster and better.

The Chronus customer success organization is known for skillful listening and consultation that has helped our customers achieve unbeatable results in mentoring. The individuals that make up this team are innovators who are not afraid to dive in with our customers to learn what works and what doesn’t, both inside the product and out. The Chronus Helpdesk team is responsible for delivering a world-class experience to a broad base of customers through self-service, web-based and phone support, and data-driven proactive outreach.

The Role 

Chronus is seeking a passionate, customer-centric Customer Success Specialist to provide technical support, manage implementations, and drive the success of a book of business. This role is for you if you’re passionate about delivering exceptional customer service, excel at clear spoken and written communication, and own your outcomes.

You will be joining a fast-paced team servicing global accounts. By working directly with customers, you will play a key role in understanding a customer’s business needs and working with them to bring value to their business. Our customers will view you as an expert in the mentoring and talent development space as you engage and challenge them around their business problems and mentoring program goals. 

Job responsibilities

Customer Support

  • Research, reproduce, troubleshoot, and resolve customer software and technical issues
  • Liaison closely with internal Engineering, Sales, Product, and Customer Success departments to improve customer experiences
  • Master the ever-evolving product to serve as a technical expert resource
  • Dig into tickets to provide a balance of technical and tactical direction to ensure customers are employing the software effectively
  • Work with the global Customer Success team to continue to provide award-winning service to customers

 

Implementation management

  • Lead new customer implementations, providing strong project management
  • Deliver effective web-based training while continually refining your techniques
  • Configure software, deploying Chronus’ capabilities to best meet each customer’s unique program needs
  • Work with US-based sales team to clearly identify key goals of the program and ensure they are being met during the implementation phase
  • Identify ways to streamline, scale, and operationalize your implementation efforts while maintaining the strong customer experience Chronus is known for

 

Customer Success

  • Monitor health of customer programs and proactively troubleshoot if needed
  • Take a data-driven, consultative approach in coaching customers that enables them to achieve the best results possible from their mentoring programs
  • Be on the lookout for patterns and use cases across customers in order to provide the best evidence-based recommendations across your accounts
  • Learn constantly, starting with self-driven mastery of the product and mentoring domain, quickly becoming a subject matter expert

 

This job is for you if

  • You are excited to join an award-winning SaaS company
  • You are interested in becoming an expert in a product used by Fortune 500 companies
  • You can intuitively translate software terminology into the customer’s language
  • Your customer-first mindset drives you to take ownership over your customers’ experience
  • You provide a consultative approach to find win-win solutions and achieve satisfactory customer outcomes: you listen closely, apply your knowledge and critical thinking skills, and articulate your ideas with confidence
  • You love training, always honing your approach to help customers retain learnings better
  • People pride you on your follow-through and attention to quality and detail
  • Your deep curiosity and big-picture thinking makes you a natural problem-solver

 

Qualifications

  • 5+ years relevant software experience (customer support, program management, SaaS implementations, or technical account management)
  • Exceptional interpersonal and communication skills (verbal and written)
  • Minimum of a three-year college degree (in Computer science or equivalent)
  • Able to work US business hours to resolve critical customer issues

 

Why Chronus:

  • Work with exciting and diverse set of technologies and clients, alongside passionate, inspiring teammates
  • Experience high-growth startup culture where you can make a real impact on the future and direction of Chronus
  • Create value for our clients by influencing the success of their mentoring programs
  • Enjoy a fully stocked kitchen with drinks, goodies, and healthy snacks
  • Partake in regular culture building activities, games and outings with the Chronus team
  • Grow through continuous learning opportunities with interactions with members of allied teams like the engineering team and product management team

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