t a n l a
people and things
Customer Success Officer

Job Role: 
Customer Success – Upsell/Cross sell/Increase Product adoption/Increase wallet share/ Drive revenues and transcational Volumes from existing customers/ Ensuring no churn/ ensuring customer satisfaction

• Partner with customers stakeholders to understand their goals, assess their capabilities and provide recommendations to help them accelerate achievement of their business and technology objectives.
• Develop an understanding and knowledge of customer’s products implementation and evangelize capabilities of Karix across all product lines.
• Demonstrate hands-on Karix conversational product knowledge by applying features and functions to customer business priorities.
• Proactively identify risks to the customer achieving their stated business goals and work with the account team to provide new solutions.
• Deliver business value and innovation to a customer’s business by understanding customer’s key business challenges and potential for growth.
• Proactively communicate technical product changes and other relevant updates.
• Constantly monitor customer digital engagement flows and health across all cross-functional touch points within the customer journey. This can be used to build further use cases on conversations.
• Ensure the customer has an exceptional experience while driving outcomes for their business.
• Provide necessary health checks and reporting to ensure all SLA’s are being met and usage trends show customer adoption.
• Act as the customers first line of escalation

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