Analyst, Product CEX at Avetium Consult Limited

Key Responsibilities:

• Serve as the primary point of contact for partners’ inquiries, providing prompt and professional response.
• Coordinate and triage partnership requests to the respective units.
• Proactively engage with existing and potential partners to understand their needs, address
• concerns, and identify opportunities for upselling or cross-selling.
• Guide partners through the onboarding process, ensuring a smooth and seamless transition to our platform.
• Collaborate closely with cross-functional teams, including IT, Legal, RA, Operations, Risk,
• Reconciliation, etc, to advocate for the customers and drive product improvements.
• Manage product life circle and GTM communications including Frequently Asked Questions (FAQs).
• Conduct training sessions (e.g. Knowledge Quest) and create educational materials to empower internal and external customers to maximize the value of our products.
• Maintain accurate records of customer interactions and track key metrics related to customer satisfaction and retention.

Requirements

Required Skills and Qualifications:

• Bachelor’s degree in Business Administration, Marketing, or a related field.
• Proven experience in a customer-facing role, preferably in a SaaS or technology company.
• Exceptional communication skills, both written and verbal, with a keen ability to empathize and connect with customers.
• Strong problem-solving skills and the ability to think creatively to resolve customer complaints.
• Proficiency in CRM software and other relevant tools for managing customer interactions.
• Ability to multitask and prioritize effectively in a fast-paced environment.

Preferred Skills and Qualifications:

• Experience working with Zendesk or similar customer support platforms.
• Familiarity with agile methodologies and project management principles.
• A passion for technology and a willingness to learn and adapt to new technologies and processes.
• Certification in customer service or related fields is a plus