Customer Success Executive Colosseum Tech

2.0 - 6.0 years

0 Lacs

hyderabad, telangana

On-site

As a Customer Success Executive at Colosseum Tech Solutions Pvt Ltd, you will be the primary point of contact for enterprise clients post-sales. You will lead platform implementation, manage client relationships, ensure successful onboarding, and drive product adoption across client organizations. The role includes managing a small internal team, resolving issues, and collaborating across product, engineering, and support functions to deliver measurable client outcomes. This role demands ownership, strong communication skills, and travel-readiness for client success. Key Responsibilities Client Relationship Management Build and nurture strong relationships with key client stakeholders (primarily MNCs and IT services). Act as the primary point of contact for post-sales engagement, feedback, and escalations. Monitor client satisfaction, platform usage, and proactively address concerns to reduce churn. Implementation & Onboarding Understand client workflows and configure the platform to meet their business needs. Own and manage implementation and onboarding timelines in coordination with internal teams. Conduct product walkthroughs, training, support UAT (User Acceptance Testing), and manage go-live milestones. Ensure timely delivery and alignment of the platform with client objectives. Cross-Functional Collaboration Collaborate closely with product managers, developers, and QA teams to align client needs with platform capabilities. Team Coordination Manage a small team of support and implementation executives. Assign tasks, review work quality, and ensure delivery milestones are met. Mentor team members and contribute to their professional development and performance. Adoption & Retention Drive active usage of the platform and ensure clients are leveraging the full value of the product. Track adoption metrics and usage trends to identify training gaps or expansion opportunities. Create customer success plans and deliver long-term business outcomes that promote retention. Travel & On-site Support Travel to client locations for implementation, training, relationship management, and reviews. Deliver on-site support during go-lives and critical rollout phases. Issue Resolution Work with support and product teams to resolve functional and technical issues quickly. Maintain a client-specific issue tracker and ensure resolution knowledge is documented and reused. Act as the escalation point for client-reported challenges and lead resolution efforts. Reporting & Documentation Maintain updated documentation for client configurations, SOPs, timelines, and communication records. Share periodic updates and progress reports with internal and external stakeholders. Track KPIs like satisfaction score, implementation timelines, and issue resolution turnaround. Qualifications and Skills Technical & Product Skills Strong understanding of SaaS platforms, business process automation, and enterprise IT workflows. Experience with software onboarding, CRM/ERP configuration, or customer success in software delivery. Familiarity with tools like ticketing systems (e.g., Freshdesk, Jira), spreadsheets, CRMs, and reporting dashboards. Customer-Facing & Leadership Skills Excellent verbal and written communication in English. Strong interpersonal and relationship management skills. Experience leading a team or mentoring junior team members. Proven ability to handle multiple accounts and manage priorities across deadlines. General Requirements Minimum 2 years of experience in customer success, implementation, or software client engagement roles. Bachelors degree in Engineering, Computer Applications, or related technical discipline. Highly organized, self-driven, and solution-oriented with a bias for action. What We Offer Competitive Compensation: Salary + Travel Allowance + Incentives. Career Growth: Path to Senior Customer Success Manager or Client Engagement Lead. Work Culture: Ownership-driven, collaborative, and growth-oriented environment. Skill Development: Exposure to real-world enterprise SaaS implementations and client engagement at scale.,

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