SaaS Customer Support (M/F) Permanent Position
- 20, Dr E Moses Rd, Gandhi Nagar, Upper Worli, Mahalakshmi, Mumbai, Maharashtra 400011, Mumbai, India
What if companies had truly informed, engaged, and influential employees?
This is the challenge that Sociabble decided to take up in 2014, by launching an SAAS platform for Internal Communication, Employee Advocacy, and Employee Engagement.
5 years later, Sociabble is used in more than 80 countries, by companies such as Coca-Cola, Disney, Microsoft, BNP Paribas, L’Occitane, and Renault.
The company is headquartered in Paris, with R&D in Lyon, and additional offices in London, New York and Mumbai. Sociabble has been international since day one, with a multicultural team.
Sociabble was founded by two pioneers of the Internet, Jean-Louis Bénard and Laurent Gauthier, entrepreneurs and investors for more than 25 years, who in building the company, were inspired by the best of U.S.-based SAAS platforms, without being constrained by the caricatures or culture of Silicon Valley start-ups. Sociabble is identified by U.S. analysts as one of the best solutions on the market today.
Simplicity, kindness, respect, exemplarity, fairness, and trust are the values around which the company has developed. The teams consist of a mix of experienced and junior professionals, to facilitate day-to-day learning through mentoring.
Our proposal ?
As a Customer Support your objective is to maximize clients’ satisfaction as well as to assist them in the technical issues to ensure our long-term contracts. You will assist clients in their deployment strategy and through their adoption of the solution, by proving empathy and critical analysis. You will guide our clients in their comprehension of the tool and its possibilities. You will also orient the technical roadmap in collaboration with our Product team, based on clients’ feedback. Being proactive, you will work with the Customer Success team to identify new business opportunities, thanks to the trusted advisor relationship that you will create with clients. To make the most of your missions, you must focus your work on user experience and have a strong appetite for customer relations and IT.
Accompany the international clients functionally, helping them understand the product and solve technical issues
Identify the need in training, and predict the future improvements and updates of the product
Work with the Customer Success team to help clients with technical questions or issues and to let them explore the full potential of our software
As the voice of the customer, be the keeper of the balance between the clients’ and Customer Success team’s needs and the technical team workforce
Identify common feedback to orient the technical roadmap in collaboration with the Product team as well as build accurate resources
Highlight client business and strategy needs with the dedicated Customer Success Manager in order to provide accurate support guidance and identify business opportunities
Syncing with the French support team for technical queries of our clients in India
Is this position for you?
You have a strong appetite for new technologies and digital transformation.
You have exceptional communications skills and attention to detail, which allows you to communicate with people at all levels of the organization (including executive and C-level). You are able to communicate with IT managers about technical topics as well as explaining those pedagogically to IT unsavvy clients. A highly motivated team player with a proactive and dynamic attitude, you are a real go-getter who takes the initiative to get things done. Curious, you always felt there is a Sherlock Holmes inside of you and are ready to analyze and search for clues in each technical query. You like challenges and want to work in a constantly evolving environment. You have great learning and listening skills.
Can you make a difference?
Passionate about New Technologies and the digital world, you know how to prioritize your actions and cope well will stress. You are proactive and will become operational quickly. You speak English perfectly as well as French.
You are ready to undertake Sociabble’s expansion with big companies and to assure clients’ full satisfaction. You have empathy and are result-oriented. Experience in SaaS is required.
Important information before applying:
One or more interviews may be offered after the first appointment by phone, upon selecting your profile.
A test to highlight the skills related to the mission may also be offered during the recruitment process.
All your information will be kept confidential according to EEO guidelines.