Customer Success Executive

Job Title: Customer Success Executive (CSE)

Department: Customer Success

Reports To: Customer Success Manager (CSM)

Experience Required: 0–2 years in customer service or support, preferably in B2B or manufacturing sector

Role Summary:

The Customer Success Executive is a junior role responsible for providing operational support to clients and assisting the CSM (Customer Success Manager) in day-to-day account management. The CSE ensures that all client inquiries, order updates, and support tickets are handled promptly and professionally to maintain a high level of customer satisfaction.

Key Responsibilities:

1) Client Support & Communication:

• Act as a first-line contact for assigned clients through phone, email, or CRM systems.
• Provide updates on production timelines, dispatch schedules, and delivery ETAs.

2) Order Management:

• Assist in placing client orders in the internal system and ensuring all specifications are captured correctly.
• Coordinate with prepress, production, and logistics teams to ensure smooth fulfillment.
• Track ongoing orders and flag any delays or issues to the Customer Success Manager.

3) Documentation & Reporting:

• Maintain accurate client records and communication logs using CRM tools.
• Generate and send order confirmations. Also, oversee the dispatch notifications, and invoices.
• Update internal trackers and dashboards with client status, feedback, and delivery updates.

4) Issue Resolution:

• Log and manage minor customer complaints or queries; escalate unresolved or complex issues to the CSM.
• Follow up on open tickets and ensure timely closure.
• Coordinate reprints or returns where required, ensuring client expectations are met.

5) Feedback & Improvements:

• Collect feedback from clients and identify recurring issues or improvement areas.
• Propose suggestions to streamline internal processes affecting customer satisfaction.

Qualifications & Skills:

• Bachelor’s degree or diploma in Business Administration, Marketing, or Communications.
• 0–2 years of experience in customer support, inside sales, or operations.
• Excellent communication and interpersonal skills.
• Attention to detail and ability to multitask in a deadline-driven environment.
• Basic knowledge of the printing process (digital, offset, large format) is a plus.
• Proficient with CRM tools, Microsoft Office Suite, and email handling.

Job Type: Full-time

Pay: ₹240,000.00 - ₹300,000.00 per year

Benefits:

• Leave encashment
• Paid time off
• Provident Fund

Work Location: In person