Experience Level: Junior/Mid-Level (1+ Years) Industry: Business Software / ERP (e.g., Odoo)
About Us
Azkatech is dedicated to delivering exceptional Odoo implementations, maximizing value and minimizing time-to-value for our partners. We foster a culture of continuous improvement, seeking motivated, self-learning individuals who are able to add more value to our clients.
Role Overview
We are seeking a proactive and detail-oriented Customer Success & After-Sales Specialist to join our team. This role is a hybrid position, combining the relationship-building and strategic aspects of a Customer Success Specialist with the technical and problem-solving duties of an After-Sales Specialist.
The ideal candidate will be the primary point of contact for our clients post-implementation, ensuring they achieve maximum value from their ERP/B2B solution while also providing essential technical support.
Key Responsibilities Customer Relationship Management
- Build and maintain strong, long-term relationships with a portfolio of clients.
- Act as a trusted advisor, understanding their business needs and challenges to align our solution with their goals.
- Proactive Engagement: Conduct regular check-ins and proactive health checks to monitor product adoption and user engagement.
- Identify and address potential issues before they impact customer satisfaction.
- Technical Support: Serve as the first line of defense for customer issues.
- This includes troubleshooting technical problems , handling bug reports , error messages , and other system-related issues . Case Management: Efficiently manage a queue of support tickets, ensuring timely and effective resolution in collaboration with the technical support team.
- Strategic Planning: Participate in periodic business reviews with clients to discuss performance, strategic goals, and potential improvements or expansions.
- Issue Resolution: Handle customer complaints with empathy and professionalism, acting as a liaison between the client and internal teams to ensure all issues are resolved to the customer s satisfaction.
- Opportunity Identification: Proactively identify opportunities for upselling or cross-selling new features or services based on a deep understanding of the client s business.
Qualifications
- Proven experience in a similar after-sales, customer success, or account management role within the B2B software industry.
- Experience with ERP systems.
- Past support or implementation roles are a plus.
- Odoo Experience is a Big Plus Demonstrated success in sales, including upselling and cross-selling.
- Strong analytical and problem-solving skills.
- Exceptional communication and interpersonal skills.
- Understanding of B2B market dynamics and research methodologies.
- Ability to build and maintain strong client relationships.
- Primary Goals, Approach, and Key Performance Indicators (KPIs) Goal Proactively ensure long-term customer value and retention while reactively providing timely and effective technical support and issue resolution.
- Approach A hybrid approach combining strategic, relationship-oriented engagement with a reactive, problem-solving mindset . The role balances proactive communication and business planning with efficient and expert-level technical troubleshooting.
- KPIs Increase in modules used by existing clients.
- Upsell/cross-sell revenue and pipeline value.
- Customer retention rate (CRR), Net Promoter Score (NPS), and Customer Satisfaction Score (CSAT). Number of actionable market insights gathered.
- Why Join Azkatech?
- Competitive salary and benefits package.
- Opportunity to work with a leading Odoo Gold partner.
- Professional development and growth opportunities.
- Dynamic and collaborative work environment.
Qualifications
- Proven experience in a similar after-sales, customer success, or account management role within the B2B software industry.
- Experience with ERP systems.
- Past support or implementation roles are a plus.
- Odoo Experience is a Big Plus
- Demonstrated success in sales, including upselling and cross-selling.
- Strong analytical and problem-solving skills.
- Exceptional communication and interpersonal skills.
- Understanding of B2B market dynamics and research methodologies.
- Ability to build and maintain strong client relationships.
- Primary Goals, Approach, and Key Performance Indicators (KPIs)
- Goal
- Proactively ensure long-term customer value and retention while reactively providing timely and effective technical support and issue resolution.
- Approach
- A hybrid approach combining strategic, relationship-oriented engagement with a reactive, problem-solving mindset . The role balances proactive communication and business planning with efficient and expert-level technical troubleshooting.KPIsIncrease in modules used by existing clients.
- Upsell/cross-sell revenue and pipeline value.
- Customer retention rate (CRR), Net Promoter Score (NPS), and Customer Satisfaction Score (CSAT).
- Number of actionable market insights gathered.
