Customer Success Executive

Job Description

Job Description: Overview: We are looking for a dynamic and customer-oriented Technical Support cum Customer Success Executive to join our team. The ideal candidate will be responsible for providing technical assistance to customers, ensuring they receive maximum value from our products and services, and driving customer satisfaction and retention. Key Responsibilities: Technical Support: Serve as the primary point of contact for technical support inquiries. Troubleshoot and resolve customer issues related to our products and services, including software, hardware, and network problems. Provide step-by-step guidance to customers to help them resolve technical issues. Escalate complex issues to higher-level support or technical teams as necessary and follow up to ensure resolution. Customer Relationship Management: Act as the main point of contact for customers, providing support and guidance throughout their journey with our company. Build and maintain strong, long-lasting relationships with customers. Understand customer needs and objectives to ensure our products and services align with their goals. Onboarding and Training: Facilitate the onboarding process for new customers, ensuring a smooth transition and quick adoption of our products and services. Conduct training sessions and provide resources to help customers effectively use our solutions. Customer Success Plans: Develop and implement customized success plans for each customer, outlining key milestones and objectives. Monitor customer progress and provide proactive support to help them achieve their goals. Customer Feedback: Collect and analyze customer feedback to identify areas for improvement and opportunities for new features or services. Act as the voice of the customer within the company, advocating for their needs and priorities. Renewals and Upselling: Manage customer renewals and work to minimize churn. Identify opportunities for upselling and cross-selling additional products and services that would benefit the customer. Documentation and Reporting: Maintain detailed records of customer interactions, issues, and resolutions. Prepare and submit regular reports on technical support and customer success activities and trends. Qualifications: Bachelor’s degree in Electronics & Communication, Information Technology, Computer Science, Business, or a related field. Proven experience in technical support and customer success roles. Excellent communication and interpersonal skills. Strong problem-solving abilities and attention to detail. Proficiency in using customer relationship management (CRM) and technical support software. Technical knowledge of our products and services is preferred. Key Competencies: Empathy and patience. Strong organizational and time-management skills. Ability to learn quickly and adapt to new technologies. Proactive and self-motivated. Analytical thinking and data-driven decision-making. Working Conditions: Full-time position. May require frequent travel to meet with customers. Job Types: Full-time, Permanent Pay: ₹20,000.00 - ₹25,000.00 per month Schedule: Day shift Supplemental Pay: Performance bonus Yearly bonus Ability to commute/relocate: Poonamallee, Chennai, Tamil Nadu: Reliably commute or planning to relocate before starting work (Preferred) Education: Bachelor's (Preferred) Experience: Customer support: 1 year (Preferred) Work Location: In person Application Deadline: 30/06/2025 Expected Start Date: 01/07/2025