• Defining and refining the product backlog, ensuring alignment with the product vision.• Prioritizing user stories and acceptance criteria based on client and business value.• Working closely with the development team to provide clear requirements and acceptance criteria.• Participating in sprint planning, reviews, and retrospectives, ensuring product alignment with agile methodologies.• Acting as a bridge between stakeholders and the development team, ensuring clear communication of requirements and priorities.• Evaluating and approving completed work to ensure it meets client expectations and standards.• Leading end-to-end project planning, execution, and delivery for complex projects within specified timelines and budgets.• Defining project scope, goals, milestones, and deliverables, aligning with client objectives.• Managing project documentation, tracking milestones, and providing regular status updates to stakeholders.• Risk assessment and mitigation planning, ensuring project continuity and stakeholder alignment.• Facilitating cross-functional collaboration to drive efficient project delivery.• Acting as a primary point of contact for clients, maintaining strong, long-lasting relationships.• Gathering and analyzing client requirements, translating them into actionable solutions.• Proactively identifying client needs and potential growth opportunities to enhance product usage.• Collaborating with internal teams to ensure client feedback informs product updates.• Implementing and optimizing customer success processes, ensuring high client satisfaction and retention.• Implementing best practices for product development, project management, and client success.• Identifying and implementing process improvements that streamline workflows and enhance productivity.• Identifying and implementing process improvements that streamline workflows and enhance productivity.

• Leading end-to-end implementation of SaaS solutions, including planning, configuration, testing, and go-live support.• Collaborating closely with clients to understand business needs, ensuring seamless alignment between product capabilities and client goals.• Conducting detailed requirements analysis, mapping client processes, and advising on best-fit configuration for maximum value.• Developing and executing implementation project plans, ensuring timely delivery within scope and budget constraints.• Providing training and onboarding sessions for client teams, ensuring successful adoption and optimal product use.• Offering post-implementation support and troubleshooting, facilitating a smooth transition to client-led operations.• Managing multiple implementations concurrently, coordinating with internal stakeholders for successful project delivery.• Monitoring system performance and conducting regular checks to identify and resolve any potential technical issues.• Maintaining data integrity and security compliance, ensuring adherence to industry standards and client-specific policies.• Assisting in troubleshooting and resolving client-reported issues, acting as a technical resource for product-related queries.• Deeply understanding SaaS product features, capabilities, and limitations to effectively guide clients through implementations.• Providing valuable product insights and feedback to product development teams based on client interactions and project experiences.• Documenting client requirements, configuration steps, and project milestones to provide comprehensive reference for future enhancements.• Continuously analyzing and improving implementation processes to increase efficiency, reduce onboarding time, and enhance client satisfaction.• Building and nurturing client relationships by maintaining regular follow-ups and offering strategic insights for long-term success.

Delivering exceptional customer support by responding to inquiries, resolving issues, and ensuring high levels of customer satisfaction.Managing a high volume of inbound and outbound calls, emails, and chat inquiries while maintaining service standards and response times.Troubleshooting and resolving issues related to orders, deliveries, returns, refunds, and product information to ensure a positive experience.Navigating internal systems to access account information, resolve complaints, and provide accurate, up-to-date information.Adhering to Amazon's quality standards and data security protocols to ensure customer data confidentiality and accuracy.Identifying recurring issues and patterns, escalating them to the appropriate departments to improve processes and customer experience.Participating in ongoing training to stay updated on new policies, product changes, and best practices for customer interaction.Consistently meeting and exceeding key performance indicators (KPIs), including customer satisfaction scores, response times, and resolution rates.

Conducting regular audits of customer interactions (calls, emails, chats) to evaluate adherence to quality standards and guidelines.Monitoring agent performance to ensure consistency in delivering high-quality customer service and compliance with established protocols.Using standardized evaluation tools to assess accuracy, communication, problem resolution, and overall effectiveness in customer interactions.Providing feedback to customer service representatives on areas of improvement and recognizing exceptional performance.

Providing prompt, courteous, and efficient customer support through phone, email, and live chat, focusing on customer satisfaction and brand loyalty.Assisting customers with product-related inquiries, processing orders, resolving shipping issues, and providing return or refund assistance.Documenting all interactions accurately in Dart’s CRM system to ensure a thorough and up-to-date record of customer issues and resolutions.Building a thorough understanding of Dart’s product offerings to provide accurate information and upsell complementary products when appropriate.Managing customer expectations and resolving escalations efficiently, ensuring each customer interaction ends positively.Conducting quality control follow-ups to ensure customer issues are fully resolved and satisfaction levels remain high.Working collaboratively with other departments, such as logistics, sales, and product teams, to resolve complex customer concerns.Proactively providing feedback to management on recurring issues or improvement opportunities in processes and customer experience.