Client Success (Product Research)

Responsibilities

• Manage and prioritize support tickets to ensure timely resolution and follow-up with clients
• Maintain open communication with the clients to understand client needs, feedback, and pain points.
• Gather and analyze product feedback from internal and external sources, including client surveys, user interviews, and support tickets.
• Stay up-to-date on industry trends, competitor offerings, and emerging technologies relevant to the industry.
• Synthesize feedback and research to prioritize product enhancements and new feature development.
• Clearly and effectively communicate research findings and recommendations to stakeholders across the company.
• Contribute to the development and maintenance of internal product knowledge documentation.
• Act as the voice of the user, ensuring that their needs and preferences are represented in the product development process.

Requirements

• Must have at least 3 years of hands-on experience in Client Services or Client Engagement at a technology product company 
• Experience working with clients located outside of India is essential.
• Strong client-interaction and communication skills – including the ability to react to client issues, and assess and address them in a timely manner
• Knowledge of various market research methodologies, both qualitative and quantitative, such as surveys, focus groups, and competitive analysis.
• Ability to analyze complex data sets and produce clear and concise reports, presenting complex information in a way that is easy for stakeholders to understand.
• Proactive and independent with a demonstrated ability to solve problems creatively.
• Experience working in a global team environment: Proven ability to collaborate effectively with team members across different time zones and cultures.
• Proficiency in a European language is a plus.