Job Description

Role: Customer Success Executive

Department: Customer Experience / Operations

Location: Noida 136

HR:

Parul Sonik (7290002337)

Key Responsibility Areas (KRA)

Ensure seamless onboarding of new clients by guiding them through the complete onboarding process.

Conduct welcome calls/emails to familiarize clients with the platform/services.

Document all onboarding steps and maintain status trackers for all new clients.

Set clear expectations with clients regarding deliverables, timelines, and escalation paths.

Serve as the single point of contact for assigned client accounts post-onboarding.

Build and maintain strong, long-lasting relationships to ensure client satisfaction and retention.

Conduct periodic review meetings with clients to gather feedback and identify growth opportunities.

Coordinate with internal teams to resolve issues, implement feedback, and upgrade services if required.

Respond promptly to client queries, concerns, or complaints with a resolution-focused approach.

Track support tickets and ensure timely closure within defined SLAs.

Escalate complex issues to the relevant departments while ensuring constant client communication.

Maintain and update CRM with all client communications, progress, and feedback.

Share weekly/monthly client status and performance reports with internal stakeholders and clients.

Record case studies and success stories for marketing/reference use.

Drive customer satisfaction through personalized engagement and consistent support.

Monitor churn indicators and take proactive steps to prevent client drop-off.

Encourage happy clients to share testimonials, reviews, or referrals.

Job Types: Full-time, Permanent

Pay: Up to ?30,000.00 per month

Benefits:

Health insurance Provident Fund
Work Location: In person