Customer Specialist

Job Title: Customer Success & Support Executioner

Salary:

Location:

Department:

About the Role

high-ownership Customer Success & Support Executioner

This role requires someone who understands the WellnessZ platform deeply, supports clients proactively, and ensures an outstanding delivery experience from Day 1 to renewal.

Key Responsibilities

1. Platform Mastery & Client Education

• Understand all WellnessZ platforms, features, and tools like an expert.
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• Create tutorial videos for clients and their teams.
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• Update user manuals and create step-by-step instructions for each feature.

2. Onboarding to Delivery Management

• Contact newly closed clients and schedule onboarding meetings.
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• Conduct onboarding calls and understand the full scope of the project.
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• Collect all assets for rebranding and provide clarity + deadlines to the client.
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• Coordinate with the Tech Team to ensure smooth operations and timely delivery.
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• Test the live app thoroughly, fix issues, and make improvements before delivery.
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• Deliver the final app + custom strategy to the client.

3. Data Migration & App Setup

• Add client data (client list, details, etc.).
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• Create client meal plans inside the app.
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• Set up the client’s entire app environment for a smooth start.

4. Objection Handling & Issue Resolution

• Resolve objections related to bugs, glitches, or feature confusion by coordinating with Tech Team.
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• Call end-clients directly if they face issues and ensure resolution.
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• Act as the first line of support for all non-technical queries.

5. Renewals & Upselling Management

• Maintain consistent interaction with clients (NOT allowing silent periods).
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• Take regular feedback to ensure app usage and satisfaction.
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• Upsell happy clients from:
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• Free → Rental App
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• Rental → Branded App
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• Branded → Advanced Solutions
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• Ensure maximum retention and repeat sales.

6. Testimonial Collection & Content Flow

• Call clients and ask for testimonials.
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• Coordinate with the Marketing Team to prepare scripts.
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• Share scripts with clients and ensure recording is completed.
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• Get testimonials edited and posted across required platforms.

7. Sales & CSM Sheet Management

• Maintain a clear sheet of:
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• New sales
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• Requirements
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• Delivery progress
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• Pending tasks
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• Maintain CSM transparency sheets for leadership.

8. Ticketing & Bug Solving

• Work with the Tech Team to understand all bugs & glitches.
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• Ensure fixes are done and communicated.
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• Track:
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• Number of tickets solved
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• Time taken to solve each ticket
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• Performance improvement week over week

What We Expect From You

• Strong communication and follow-up skills.
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• Good understanding of mobile apps and basic tech flow.
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• Problem-solving mindset and patience when dealing with clients.
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• Highly organised and comfortable managing sheets and data.
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• Ownership mindset with willingness to take responsibility end-to-end.

Why This Role Is Special

• You directly impact client satisfaction, retention, and renewals.
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• You gain full exposure to SaaS delivery, onboarding, and customer success workflows.
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• You work closely with product, tech, and marketing teams.
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• Clear growth path into:
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• Senior CSM
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• Client Success Manager
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• Onboarding Specialist
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• Operations Lead

How to Apply

hr@wellnessz.in

Subject Line: Application – Customer Success & Support Executioner

1. Understand all wellnessz platforms and features like master in everything
2. Make tutorial videos
3. Update the user manual for the client
4. Steps to how to use each feature
5. Onboarding to delivery:
6. contact the closed client for setting up the initial meet
7. Take the onboarding meet and understand scope of the project
8. Take all the necessary details like assets for rebranding the app and give it to the tech team and provide a deadline to the client
9. Get back and forth with the tech team to ensure smoother operations
10. Test the live app, make changes even before delivering to the client
11. Deliver the app to the client and with the final custom strategy that was mentioned onboarding meet
12. Data migration service:
13. Add Data to their app like meal plan creation
14. Add Data to their app like clients and all
15. Setup the app for the client
16. Objection handling
17. Any objections like bugs and glitches take care by taking to the tech team
18. Any issues if faced by the end client then call them to fix the issue
19. Ensuring renewals and upselling good clients:
20. Focus on calling and avoid no interations with the clients and take regular feedbacks so that you know they are using the app
21. Upsell the clients who are happy to rental app or if on rental then to a full branded app and so on
22. Testimonials:
23. Call clients ask for testimonials
24. Get a script created with the marketing team
25. Provide to the clients
26. Ensure that it is doen by the client 
27. Get this edited 
28. Get this posted
29. Maintain new sales and a sheet for transparency:
30. What new sales are coming 
31. What are the requirements 
32. Maintain sheet of csm 
33. Solve all the tickets:
34. Back and forth with tech team to understand the bugs faced
35. Glitches get fixed
36. Make a record of how many tickets solved and in what time each is solved and improve this day by day