Customer Success Executive

About the Role

Key Responsibilities

• Handle end-to-end VAM support queries with accuracy and empathy.
  
• Conduct outbound engagement for:
  
• OB Drop-off leads: Users who started onboarding but did not complete.
  
• Cart Drop-off leads: Users who added items to the cart but didn’t checkout.
  
• Onboarded but inactive users: Handhold until the first order is placed.
  
• Provide personalized onboarding assistance to ensure customers complete their first successful transaction and encourage repeat usage.
  
• Build customer trust through proactive follow-up and consultative guidance.
  

Customer Support & Success

• Own accountability and Resolve live customer queries related to app navigation, payment failures, pricing, or offers.
  
• Offer consultative guidance to ensure customers feel confident and clear while using the Assure App.
  
• Capture feedback and escalate insights to the Product and Operations teams for continuous improvement.
  
• Drive NPS (Net Promoter Score) improvement by delivering high-quality, empathetic customer experiences.
  

Operational & Relationship Management

• Address technical and operational questions from restaurant personnel via Calling and emails
  
• Establish strong relationships with key decision-makers and end-users, ensuring trust and long-term engagement.
  
• Collaborate closely with Central Operations, Sales, and Product teams to ensure alignment and smooth execution.
  

Requirements (Essential)

Education