Cactus Communications Services Pte. Ltd. Looking for Contractor, Customer Success at India Full Time

Job description:
Please note: We are a remote-first organization so you can work from anywhere in India/Country Name. You may be required to travel to our Mumbai/Location office based on business requirements or for company/team events.

Employment type: Contract

Shift Timings: 5:30pm IST – 2:30am IST

Mind the Graph is a simple infographic tool for medical doctors, students and scientists. Exclusive scientific illustrations for your papers, classes and graphical abstracts. A CACTUS (cactusglobal.com) Solution.

The opportunity:
As a Customer Success Analyst, you will play a vital role in ensuring our clients’ success and satisfaction with our products and services. You will be responsible for analyzing customer data, identifying trends, and providing insights to enhance the customer experience. Your role will involve monitoring key performance indicators, developing strategies to drive customer retention and expansion, and collaborating with cross-functional teams to address customer needs and concerns.

Job responsibilities:
Analyze customer data and performance metrics to identify trends, patterns, and opportunities for improvement.

Monitor key performance indicators (KPIs) such as customer satisfaction, adoption rates, and usage metrics.

Conduct regular account reviews to assess customer health and identify areas for growth or intervention.

Provide proactive support to customers, addressing their needs, resolving issues, and ensuring a positive experience.

Collaborate with sales and marketing teams to develop strategies for customer retention and expansion.

Serve as the primary point of contact for customers, maintaining regular communication and building strong relationships.

Conduct customer onboarding and training sessions to ensure successful product adoption and usage.

Gather customer feedback and insights, advocating for customer needs within the organization.

Prepare and deliver customer performance reports and presentations, highlighting key findings and recommendations.

Stay up-to-date with industry trends, best practices, and emerging technologies in customer success.

Qualifications and prerequisites:
Bachelor’s degree in business, Marketing, Communications, or a related field (or equivalent experience).

Minimum of 3 years of experience in a customer success, account management, or similar role.

Strong analytical skills with the ability to derive insights from customer data and performance metrics.

Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.

Proven track record of managing customer relationships and driving customer success.

Solid understanding of SaaS products and technologies.

Familiarity with customer success management platforms and CRM systems.

Ability to work independently and manage multiple customer accounts simultaneously.

Additional information:
CACTUS is a culture-driven company powered by its people, their passion, and their inspiration. All Cactizens live by the culture and values that define us.

We value people for their talent, personality, competency, and the ability to learn and grow. We create a work environment that allows people to thrive and show their best performance. We believe in meritocracy.

We take pride in our diversity. We strive to embrace diverse voices and create an inclusive workplace.

We encourage all Cactizens to talk openly about their ideas and opinions and provide feedback to anyone who is a part of CACTUS, regardless of designation, experience, or seniority. We also encourage them to place their trust and be open to differences in opinions and feedback.

About CACTUS:
Cactus Communications is a science communication and technology company. We specialize in AI products and solutions that improve how research gets funded, published, communicated, and discovered. We offer editorial, translation, education, and training solutions for researchers; strategic and tactical scientific content solutions to global life science organizations; AI-powered scholarly publishing products for journals and researchers; and solutions for science dissemination and engagement with peers, public, and policymakers for wider research outreach. We have offices in London, Princeton, Singapore, Beijing, Shanghai, Tokyo, Seoul, and Mumbai; a global workforce of over 3,000 experts; and customers from over 190 countries.

Awards and recognition:
Cactus Communications has consistently ranked among the top 20 on the global list of the Top 100 Companies for Telecommute Jobs since 2016.

Recognised as ‘Employers of the Future’ two years in a row in 2023 and 2022, in a study by LeadUp Universe, Fortune India and Work Universe

Recognised as One of India’s Top 100 best Workplaces for Women by Great Place To Work® in 2022

Winner of ‘Best Innovation Leveraging AI Services’ at AWS AI Conclave 2022

Recognized as one of the Best Companies for Millennials 2019 by Times Ascent and Learning & Organisation Development Roundtable

Emerged as one of India’s Top 10 Safe Workplaces for Women in a survey conducted by Rainmaker in 2019

Ranked #1 among India’s Great Mid-Size Workplaces by Great Place to Work® Institute in 2017