Senior Consultant - Customer Success

Job Location:

Experience:

About the role:

India’s leading Educational ERP Software company, a Deloitte Fast 50 Company and ET Growth Champion, Serosoft, is looking for a Consultant Customer Success who will be responsible for working in partnership with Serosoft clients, advising them how to use our product in order to meet their business objectives or overcome problems.

Responsibilities:

• Recording and documenting activity through the ticketing system
• Own Product knowledge, customer data configuration, and demonstrate excellent ability to understand problem statement and provide the most efficient solution
• Facilitate valuable and clear verbal and written communication with clients.
• Monitor CS accounts and identify upsell opportunities.
• Capability to plan, monitor & implement new business processes.
• Provide strategic guidance to client personnel on various modules & increase usage.
• Troubleshoot software-related issues and build process flow with efficacy.
• Present product developments considering the client’s need, recent & upcoming activities.
• Track, analyze and create a business report and dashboard depicting key activities such as feature usage rate, product dependency, and customer effort score.
• Coordinate with internal teams to identify & resolve issues as well as opportunities for improvement of the system and services.
• Travel on-site depending on project demand.
• Collaborate with cross-functional teams (Product, Tech, Implementation) to provide
• Feedback and drive continuous improvement.
• Travel to client locations as needed for go-lives, training, or relationship management.

Education & Experience :

• Bachelor’s / Master’s degree in Computer Science, Computer Application, Information Technology, Engineering, or a related field.
• 7 + years of Experience using business ERP/Enterprise applications (Preferably in the Education Domain).

Skills :

• Strong logical & Analytical troubleshooting skills and emotional intelligence.
• Excellent communication skills and ability to transform customer conversation into a business-driven relationship.
• Outgoing, personable, and customer service skills.
• Teamwork skills and a goal-oriented mindset.
• An engineering or equivalent degree.
• Strong Presentation skills.
• Strong, convincing & negotiation skills.
• Hands-on experience with support/ticketing tools (e.g., Jira, Freshdesk, Zendesk)
• Familiarity with CRM platforms (e.g., Salesforce, Zoho CRM)
• Basic knowledge of SQL or data querying for issue analysis.

What do We Offer?

At Serosoft, we believe in fostering a culture of innovation, collaboration, and excellence. Discover what makes Serosoft the perfect place to thrive:

• Learning & Growth: We support your professional development at every step.
• Cutting-Edge Technologies: Engage in pioneering and innovative projects.
• Global Opportunities: Expand your horizons & work on international assignments.
• Exciting Events & Outings: Enjoy vibrant celebrations and team activities.
• Best of Breed Compensation: Competitive pay that rewards your skills & contributions.
• 5 Days a Week: Embrace a healthy work-life balance.
• Group Health Insurance: Your health and well-being are our priority.
• Open Door Policy: Your ideas and feedback are always welcomed.
• Beautiful Office in Indore: Work in India’s cleanest city, right in the heart of it!

Join our dynamic team and be part of an innovative company where your efforts will directly shape the future of global education.

———————————————————————————————————————-