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Customer Success Specialist

Why Reelo

In today’s customer centric world, it’s important for every business to market like the best brands in the world. As competition for customers’ attention increases, it has never been more important for small and mid-market F&B and retail businesses to have 360° view of the people that keep them in business. But collecting, understanding and taking action on customer data is riddled with market, resource, and technology challenges. Solving these challenges is why we get up in the morning.

Reelo is the new-age customer marketing platform for restaurant & retail businesses to grow their revenue, get more customers and build a stronger brand, in an incredibly simple manner.

We understand that it's easier than ever to start a restaurant & retail business, it’s harder than ever to grow it. Specifically, most of these businesses have two challenges with growth:

1. Getting people to make their first purchase.

2. Getting those people to come back and buy again (and again and again).

These businesses and their teams already have 1,000 things to do — wrestling with overly complicated marketing tools doesn’t need to get added to the list.

Our SaaS platform makes it fast & easy for businesses to understand more about their customers and continously engage with them in a smart & automated way - making them look like a professional without the effort.

There is a massive opportunity in front of us. We’re building a business that is big, meaningful, and lasting. For that, we’re building a strong, diverse team of curious, creative people who want to find purpose in their work and support each other in the process. If that sounds like you, we’d love to hear from you.

👉🏻 Read more on https://www.reelo.io

About the opportunity

As Reelo grows, we're looking for a passionate Customer Success Specialist to join our team for the next phase of growth. The Customer Success Specialist is responsible for the success of our customers by providing them with the resources and support they need to get the most out of our product. This includes onboarding new customers who have upgraded to a paid plan, providing training and support, and working with customers to identify and solve problems. The ideal candidate will have a strong understanding of SaaS products and services, as well as the ability to build and maintain relationships with customers.

This is a Work from Office role in Ahmedabad, Gujarat

What will you do?

• Responsible for driving revenue of existing accounts by ensuring renewals and upselling existing accounts
• Proactively reaching out to customers to ensure they are getting success using Reelo.
• Respond professionally to incoming inquiries from your customers.
• Being the one responsible, to ensure that your customers have a great experience with the product -a crucial part of the role is ensuring we make the product as easy to use, reliable, bug-free, and fast as possible.
• Becoming an encyclopedia of knowledge about how Reelo works and what it is capable of.
• Build sustainable relationships and trust with customers through open and interactive communication and anticipating their needs better.
• Working directly with product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutions.

What you need?

• Past experience in account management/client services roles across
• A strong problem solving mindset and work actively towards unblocking barriers that hinder the experience of the customer
• Excellent verbal, written communication, and presentation skills.
• Ability to respectfully handle complaints/ escalations
• A very consultative approach and passion for speaking to customers everyday
• Passion for technology and keeping up with latest trends
• Great attention to details
• Being tactful and providing best practices to customers to ensure they are seeing success using Reelo
• Organizational skills and experience improving processes
• The ability to explain complex topics in easy to understand and concise language
• Demonstrated drive to exceed performance expectations and ability to work with change.

Remember that there’s no such thing as the perfect candidate or background, which is what makes us unique and successful!

Requirements -

• Bachelor’s Degree with 0-3 years of industry experience as an automation tester in Selenium/Python and Appium/Python
• Hands on Experience in designing highly reusable and efficient Automation Test framework design in Selenium/Python and Appium/Python and able to maintain/support an automation framework
• Experience in building and adhering the automation processes/standards and guidelines to meet code quality benchmark and robustness of overall framework for future maintenance
• Experience in developing high-quality test automation suite in a cross-browser environment
• Experienced in working with different Data Types, Variables, Operators, Flow Control Statements, and Methods
• Ability to handle exceptions, File I/O, API interactions and Database Operations
• Good understanding of QA methodologies, software testing life cycle and processes.
• Good knowledge of different types of Element Locators, Inspecting Elements and Selenium WebDriver API Commands or Methods
• Rich experience in failure debugging and writing clean & efficient code with strong SQL skills
• Strong analytical and problem-solving skills
• Experience in building end to end automation scripts with code modularity and reusability

Preferred -

• Experience in Automation development in an agile environment
• Working knowledge of test management tools Visual Studio/JIRA
• Responsible for maintaining latest code artifacts in version control systems like GIT.
• Experience in setting up and configuring test environments is highly preferred
• Ability to effectively articulate technical challenges and solutions
• Expertise in database testing including designing and manipulating test data, validating stored process, jobs, triggers and replication.
• Experience with functional testing of web and Android/iOS App.

Desired Candidate Profile

• Create games in Unity for iOS and Android.
• Write super-clean, testable, and well-documented code in C#
• Collaborate effectively with a small, high-energy team of illustrators, designers, and programmers.
• Work with other developers to devise customized solutions to difficult problems.
• Self-motivation with a strong desire to learn and stay up to industry standards.
• Ability to prioritize tasks and contribute to multiple projects.
• Excellent verbal and written communication skills.
• Capable of working independently and within teams.
• Deadline-oriented contributes to team efforts by accomplishing tasks on time.

• Become the expert of our platform and have a complete understanding of our features and use-cases.
• Conduct product demonstrations on a daily basis to clients.
• Own the full sales cycle of closing a deal.
• Discover customer needs and communicate to prospects how company is different from all other competitive platforms.
• Ability to crack annual deals from clients by smartly using closing levers.

• Sales guy in-person meetings + on-spot closure with institutes.
• Should have 1+ years relevant experience in the SaaS domain.
• Should have a two-wheeler

• Must have two wheeler
• Well versed in Regional Language along with English
• SaaS experience