Customer Success Executive

Customer Success Executive

Roles and Responsibilities:

Customer Onboarding & Training:

• Guide new customers through the onboarding process

  , ensuring they understand the product and are set up for success.

• Provide training and resources

  to help customers fully utilize our product/service, enabling them to meet their objectives.
• Offer

  personalized support and product demos

  as necessary during the onboarding phase.

Customer Support & Issue Resolution:

• Respond promptly and professionally

  to customer inquiries via phone, email, and chat.

• Troubleshoot and resolve customer issues

  , ensuring a positive experience. If needed, escalate issues to the appropriate team or department for further assistance.

• Track and document customer interactions, issues, and resolutions

  to maintain a history of communications.

Customer Relationship Management:

• Build and nurture strong relationships with customers

  , acting as their primary point of contact throughout their journey with our product/service.

• Proactively engage with customers

  to understand their needs and goals, ensuring they achieve maximum value from our offerings.
• Provide

  ongoing customer support and check-ins

  to ensure satisfaction and retention.

Product Adoption & Engagement on SAAS Product:

• Monitor customer usage

  and proactively identify opportunities to improve product adoption and engagement.

• Educate customers about new features, updates, and best practices

  to enhance their experience with the product.
• Create

  personalized strategies

  for customers to improve their engagement and success with the product.

Feedback & Continuous Improvement:

• Collect customer feedback

  to identify pain points and provide actionable insights to internal teams for product improvements and service optimization.

• Contribute to the creation of knowledge base articles, FAQs, and self-service resources

  to improve the customer experience.

• Share customer feedback and suggestions

  with the development and product teams to guide the future direction of the product.

Reporting & Documentation:

• Maintain accurate records

  of customer interactions, issues, resolutions, and key metrics related to customer satisfaction.

• Provide regular reports to management

  on customer satisfaction, product usage, feedback, and other critical performance indicators.

• Keep documentation and internal systems up to date

  , ensuring accurate and timely reporting.

Business Revenue & Growth:

• Identify opportunities for upselling, cross-selling, and renewals

  based on customer needs, ensuring that customers are aware of additional features or services that could benefit them.

• Collaborate with sales teams

  to drive revenue growth and ensure customer accounts are retained and expanded over time.

• Support the sales team with customer insights

  and opportunities for revenue generation through customer success initiatives.

Desired Experience:

• Minimum 2 years of proven experience

  in customer success, account management, or a similar customer-facing role (preferably in a SaaS environment).

• Strong communication skills

  , both written and verbal, with the ability to engage with customers in a professional and empathetic manner.
• Ability to

  troubleshoot technical issues

  and provide timely solutions.

• Excellent relationship-building and interpersonal skills.

• Strong problem-solving abilities

  and a proactive approach to identifying and addressing customer challenges.
• Familiarity with

  CRM software, customer success tools, and reporting platforms.

• Ability to

  manage multiple priorities and meet deadlines

  in a fast-paced environment.
• A

  customer-centric mindset

  with a passion for delivering exceptional service and ensuring customer satisfaction.

Benefits:

The company offers a range of employee benefits including:

• Cashless medical insurance for employees, spouses, and children
• Accidental insurance coverage
• Life insurance coverage
• Five-day work week
• Access to online learning platforms such as Udemy
• Retirement benefits including Provident Fund (PF) and Gratuity
• Sodexo benefits for income tax savings
• Paternity & Maternity Leave Benefit
• National Pension Saving
• Earned leave Encashment