Customer Success Executive

This is a remote position.

https://zrec.in/w1xFosource=CareerSite

1. Customer Onboarding & Implementation

• Lead technical onboarding sessions and guide customers through setup, configuration, and integration processes.
• Translate client business requirements into actionable implementation steps and conducting Product Demo.
• Ensure a smooth go-live by validating data, configurations, and performance expectations.

2. Technical Support & Troubleshooting

• Serve as the primary technical contact for assigned customers, diagnosing and resolving issues on time.
• Escalate complex problems to engineering while maintaining ownership of communication.
• Document troubleshooting steps and provide customers with best-practice guidance.

3. Customer Success & Relationship Management

• Build strong relationships with technical and non-technical stakeholders.
• Proactively monitor customer health and usage to identify risks, training needs, or opportunities for improvement.
• Advocate for customer needs internally and help shape product roadmap discussions.

4. Product Expertise & Enablement

• Maintain deep expertise in the product, including architecture, APIs, integrations, and use cases.
• Deliver training sessions, webinars, or documentation to help customers maximize value from the platform.
• Collect customer feedback and work cross-functionally with Product and Engineering to improve features.

5. Success Planning & Value Realization

• Develop success plans outlining goals, KPIs, and value milestones.
• Assist customers in aligning product usage with business outcomes.
• Track and report on customer ROI and adoption metrics.

Requirements

1. Bachelor's degree in Computer Science, Engineering, Information Systems, or equivalent experience.

2. Excellent communication skills (English,Hindi, Tamil, other Regional Languages if any), able to explain technical concepts to diverse audiences.

3. Strong analytical and problem-solving abilities.

4.Strong troubleshooting skills with experience in at least one of the following:

APIs / REST / JSON

SQL or database basics

Scripting languages (Python, Bash, JavaScript, Zoho Deluge)

Cloud platforms (AWS, Azure, GCP)

• Experience supporting a SaaS or enterprise software product.
• Familiarity with integration technologies (webhooks, SSO, OAuth, middleware tools).
• Experience working with CRM or support systems (Zoho Applications - Zoho CRM, Zoho Desk, Zoho Assist, Zoho Meeting, Zoho Quartz,Zoho Projects).
• Prior experience with customer onboarding or technical account management.

Soft Skills

• Customer-centric mindset with a passion for helping users succeed.
• Ability to manage multiple projects and prioritize effectively.
• Collaborative team player who works well with Sales, Engineering, and Product.
• Strong ownership, accountability, and follow-through.