Job description for Customer Success Executive at Gremsy JSC
Job Summary
As a Customer Success Specialist, you will play a key role in supporting our customers throughout their journey with Gremsy products. You will assist in onboarding, answering customer queries, resolving issues, and ensuring customer satisfaction while gaining experience and developing skills in customer success management.
Key Responsibilities
- Customer Support: Respond to customer inquiries via support ticket, email, chat, or phone and assist in resolving issues promptly. Follow best practices in ticket management, ensuring timely updates and resolution to maintain high service levels
- Onboarding: Support new customers during onboarding by providing guidance on initial setup and best practices.
- Customer Engagement: Conduct regular follow-ups with customers to ensure their needs are being met and identify opportunities to enhance their experience.
- Documentation: Maintain accurate and up-to-date customer records in the Helpdesk and Knowledge Base system.
- Feedback Collection: Gather customer feedback and share insights with the team to improve products and services.
- Training: Assist in delivering basic training sessions or creating guides and resources for customers.
- Cross-Team Collaboration: Work with the support, product, and sales teams to resolve customer issues and contribute to process improvements.
Requirements
- Education: Bachelor’s degree in Business, Marketing, Communications, Mechantronics (preferred but not required).
- Experience: 0-2 years of experience in customer-facing roles such as support, sales, or account management (internships included).
- Skills:
- Strong communication and interpersonal skills.
- Possess strong English skills (listening, speaking, reading, writing) to work and communicate effectively with international clients.
- Customer-first mindset with a proactive approach to problem-solving.
- Basic familiarity with Helpdesk tool (e.g., Freshdesk, Zendesk) or CRM tools (e.g., HubSpot, Salesforce) is a plus.
- Ability to manage multiple tasks and prioritize effectively.
- Willingness to learn and adapt in a fast-paced environment.
- Preferred: Interest in UAV/drone technology and a desire to grow within the field of Customer Success.
Benefits
• A youthful, professional, and friendly working environment.
• Working time 5 days/week(T2-T6)
• Opportunities to interact and collaborate, and travel abroad for business with international partners ( > 90% of our partners are international: USA, Europe, America, Southeast Asia, etc.). As our company specializes in technological products, it would be fantastic for those passionate about technology and eager to experience Gremsy's products.
• Enjoy a range of welfare policies: birthday leave, sick leave, marriage leave, holiday leave,
regular health check-ups, annual vacations, support for obtaining a driver's license, seniority benefits, and other comprehensive regimes in accordance with state regulations.
• Insurance: In addition to mandatory state-regulated insurance, the company provides
additional health insurance to enhance healthcare for employees.
• Support for obtaining a driver's license (B1, B2)
• Annual leave and holidays as per regulations.
• Opportunities for training and career development.
• Regular annual salary reviews.
• Providing complete equipment to facilitate work.
