Address- Customer Facing: Provide the best user experience for our customers and be their primary point of contact.
- Primarily responsible for initiating, managing, and maintaining strong relationships and building client engagement with all stakeholders at the client end in a structured manner.
- Document customer requirements, and understand the nuances of their work processes, the pain points, and resulting needs.
- Seamlessly onboard and set up new customers to accustom to the Zyla product - operations, reporting, escalations/raising tickets etc.
- Hold Zyla product demonstrations for prospective corporate partners.
- Aid in product design and product development.
- Run regular check-in meetings through weekly, monthly, and quarterly business reviews to proactively address customer needs, and concerns, and provide quick and effective solutions.
- Look into customer engagement and ensure improvement on key success metrics and factors such as increasing product adoption, increasing Net Promoter Score (NPS), reducing churn and thereby increasing renewals.
- Interpret customer insights with the Sales team to drive changes in the product and act as the voice of the customer for the Product team.
