Customer Support Executive

Job Title: Customer Success Executive

Experience Required

1+ year in a customer-facing role (Customer Support / Customer Success / Customer Experience / Sales Support)

Role Purpose

internal advocate for customers

Key Responsibilities

Customer Experience

• Understand customer objectives and requirements to deliver aligned support and solutions
• Own complete customer communication lifecycle, ensuring response quality and timely follow-ups
• Maintain accurate and well-organized customer data, documents, and records
• Support and enhance customer onboarding by collaborating with regional clinical teams
• Identify gaps in customer journeys and recommend improvements to onboarding and engagement processes
  

Operations

• Drive standardization of customer service delivery across regions
• Log, track, and manage customer feedback, issues, and complaints with clear ownership
• Ensure timely closure of customer complaints within defined SLAs, including documentation and RCA tracking
• Update and maintain CRM systems with high accuracy and consistency
• Prepare periodic reports on customer feedback, satisfaction metrics, and service performance
• Track and analyze customer sentiment, trends, and service analytics
  

Sales & Marketing Enablement

• Conduct proactive outreach to prospects and potential customers
• Support account communication, upsell tracking, and AMC/CMC renewal activities
• Provide customer references and advocacy inputs to support new customer acquisition
• Assist marketing teams with campaigns, proposals, product communication, and customer insights
• Create presentations and product communication materials for customers and internal stakeholders
  

Required Skills

• Strong communication and relationship management skills
• Excellent follow-up ability with a strong sense of customer ownership
• Hands-on experience with CRM tools, documentation, presentations, and reporting
• Strong problem-solving skills and cross-functional coordination ability
• Ability to convert customer feedback into actionable business insights