Customer Success Associate

About the role

Mahshell Soft Ltd is looking for a customer-focused Customer Success Associate to support customers throughout their journey with the company's products and services. The Associate assists with onboarding, product education, customer support, issue resolution and collecting customer feedback. The position is full time.

Key responsibilities

• Assist new customers with onboarding and account setup.
• Guide customers on how to use the company's products and services effectively.
• Respond to customer questions through approved communication channels.
• Provide basic product and account support and troubleshoot common issues, escalating technical ones when needed.
• Follow up with customers until their concerns are resolved.
• Conduct product demonstrations and training sessions.
• Maintain accurate records of customer interactions and issues, and collect and document customer feedback.
• Identify recurring customer challenges and share them with the relevant teams.
• Support customer retention and engagement activities.
• Help prepare customer guides, tutorials and training materials.
• Collaborate with Sales, Product, Engineering and Operations teams to improve the customer experience.