Customer Success

7 days ago

Noida, India A factory automation company (Funded Startup) Full time

Responsibilities: Key Responsibilities1. Customer Onboarding & ImplementationCoordinate end-to-end onboarding of new clients onto Df-OS.Conduct training sessions for users at all levels (operator to management).Track onboarding progress and ensure timely go-live.2. Customer Engagement & Relationship ManagementBuild strong relationships with plant teams, business heads, and decision-makers.Conduct regular review meetings to assess usage, adoption level, and client satisfaction.Act as the escalation point for customer queries and concerns.3. Product Usage MonitoringMonitor Df-OS usage across modules via dashboards.Identify gaps in adoption and suggest necessary interventions.Track active users, module utilization, and workflow adherence.4. Issue Resolution & CoordinationLog, track, and close customer-reported issues in coordination with the technical team.Ensure timely communication with clients regarding updates and resolutions.Validate reported issues by checking device connectivity, user errors, and configuration mismatches.5. Renewal & Retention ManagementTrack license renewal timelines and proactively engage clients for timely renewals.Share renewal summaries, agreements, and commercials with clients.Work with internal teams to ensure smooth invoicing and payment follow-ups.Contribute to reducing churn and improving customer lifetime value.6. Reporting & DocumentationMaintain accurate records of customer interactions, issues, and feedback.Prepare monthly usage and performance reports for clients.Update internal CRM and project tracking tools regularly.Key Skills & CompetenciesStrong communication and interpersonal skills.Problem-solving ability with a customer-first mindset.Understanding of manufacturing processes (preferred).Ability to conduct training, presentations, and stakeholder communication.Knowledge of digital transformation tools or SaaS platforms (added advantage).Basic data interpretation skills to read dashboards and reports.Qualifications:Bachelor’s degree (Engineering/Science preferred).1–3 years of experience in customer success, project coordination, implementation, or client-facing roles.Experience with manufacturing clients or SaaS products is a plus.Share cvs with radha@marketscope.in

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