As a Senior Customer Success Executive at our company located in Noida (Sec. 129), with over 6 years of experience, you will play a crucial role in managing key client relationships, ensuring high customer satisfaction, and driving product adoption. Your proactive approach and customer-focused mindset will be instrumental in acting as a bridge between customers and internal teams for seamless communication, issue resolution, and long-term client success. **Key Responsibilities:**
**Customer Relationship Management:**
Serve as the primary point of contact for assigned clients/accounts. - Build and maintain strong, long-term client relationships. - Understand customer business goals and align product usage accordingly. - **Support & Issue Resolution:**
Handle L2/L3 support queries with a solution-oriented approach. - Ensure timely resolution of tickets, escalations, and technical issues. - Coordinate with internal teams (Tech, QA, Product) for faster resolution. - **Customer Success & Retention:**
Drive customer onboarding, training, and adoption. - Monitor customer health metrics and proactively reduce churn. - Identify opportunities for upselling and cross-selling. - **Process & Performance Management:**
Maintain SLAs, KPIs, and customer satisfaction (CSAT/NPS) metrics. - Prepare regular reports and insights on customer performance. - Suggest process improvements to enhance customer experience. - **Communication & Coordination:**
Conduct regular client calls, reviews, and feedback sessions. - Translate customer feedback into actionable insights for product teams. - Ensure clear documentation of issues, solutions, and workflows. **Required Skills & Qualifications:**
**Must-Have Skills:**
Strong experience in Customer Support / Customer Success (B2B preferred). - Excellent communication and stakeholder management skills. - Experience with CRM tools (e.g., Salesforce, HubSpot, Zendesk). - Ability to handle client escalations and critical situations professionally. - Strong analytical and problem-solving abilities. - **Technical/Domain Skills (Preferred):**
Basic understanding of SaaS platforms, APIs, or software products. - Experience working with support ticketing systems. - Familiarity with SLAs, KPIs, CSAT, NPS tracking. **Key Competencies:**
Customer-centric mindset. - Ownership & accountability. - Multitasking and prioritization. - Strong interpersonal and negotiation skills. - Attention to detail. **KPIs / Success Metrics:**
Customer Satisfaction Score (CSAT). - Net Promoter Score (NPS). - First Response Time & Resolution Time. - Customer Retention & Churn Rate. - Upsell/Cross-sell contribution. As a Senior Customer Success Executive at our company located in Noida (Sec. 129), with over 6 years of experience, you will play a crucial role in managing key client relationships, ensuring high customer satisfaction, and driving product adoption. Your proactive approach and customer-focused mindset will be instrumental in acting as a bridge between customers and internal teams for seamless communication, issue resolution, and long-term client success. **Key Responsibilities:**
**Customer Relationship Management:**
Serve as the primary point of contact for assigned clients/accounts. - Build and maintain strong, long-term client relationships. - Understand customer business goals and align product usage accordingly. - **Support & Issue Resolution:**
Handle L2/L3 support queries with a solution-oriented approach. - Ensure timely resolution of tickets, escalations, and technical issues. - Coordinate with internal teams (Tech, QA, Product) for faster resolution. - **Customer Success & Retention:**
Drive customer onboarding, training, and adoption. - Monitor customer health metrics and proactively reduce churn. - Identify opportunities for upselling and cross-selling. - **Process & Performance Management:**
Maintain SLAs, KPIs, and customer satisfaction (CSAT/NPS) metrics. - Prepare regular reports and insights on customer performance. - Suggest process improvements to enhance customer experience. - **Communication & Coordination:**
Conduct regular client calls, reviews, and feedback sessions. - Translate customer feedback into actionable insights for product teams. - Ensure clear documentation of issues, solutions, and workflows. **Required Skills & Qualifications:**
**Must-Have Skills:**
Strong experience in Customer Support / Customer Success (B2B preferred). - Excellent communication and stakeholder management skills. - Experience with CRM tools (e.g., Salesforce, HubSpot, Zendesk). - Ability to handle client escalations and critical situations professionally. - Strong analytical and problem-solving abilities. - **Technical/Domain Skills (Preferred):**
Basic understanding of SaaS platforms, APIs, or software products. - Experience working with support ticketing systems
