Customer Success Executive

Company Description

Ideas to Impacts (i2i) is a technology solutions provider established in 2015 with headquarters in Pune, India. The company delivers innovative solutions in areas such as software product engineering, cloud services, AI/ML, and cybersecurity, serving both domestic and global clients. i2i has introduced the unique Work From Home-town (WFHT®) model, enabling tech talent to work from non-metro areas or Tier 2/3 towns. Leveraging its Smart Town Model (STM), i2i combines metro city expertise with engineering teams in smaller towns, promoting quality innovation, community transformation, and better quality of life for its workforce. The company is driven by a purpose to enhance lives and deliver exceptional value to customers through technology and next-generation work models.

Role Description

This is a full-time, on-site Customer Success Executive role based in Pune. The Customer Success Executive will focus on building strong client relationships, ensuring client satisfaction, and driving business growth. Responsibilities include understanding client needs, managing client communications, identifying opportunities for optimization, troubleshooting issues, and collaborating with internal teams to deliver effective solutions. The role will require adaptability, excellent communication skills, attention to detail, and a customer-first mindset to ensure client success and retention.

Qualifications

• Client Relationship Management, Customer Retention, and Conflict Resolution skills
• Strong Communication, Interpersonal, and Collaboration skills
• Problem-Solving, Critical Thinking, and Analytical skills
• Experience in Customer Support, Account Management, or a similar role
• Ability to manage multiple clients and projects simultaneously
• Proficiency in using SFDC tools
• Drive renewal processes by ensuring contract visibility, usage tracking, and proactive communication before expiry
• Understanding of digital tools and willingness to adapt to new technologies
• Bachelor’s degree in Business Administration, Marketing, or a related field
• Experience in the technology or service industry will be an advantage
• Monitor KPIs such as SLA adherence, ticket volume, MTTR, uptime, and service delivery timelines
• Build and maintain strong, long-term customer relationships, ensuring regular engagement through calls, reviews, and business meetings. Understand customer requirements, business challenges, and expectations to ensure proactive support