Customer Success

2 weeks ago

gautam buddha nagar, India A factory automation company (Funded Startup) Full time

Responsibilities: Key Responsibilities 1. Customer Onboarding & Implementation Coordinate 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 Management Build 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 Monitoring Monitor 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 & Coordination Log, 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 Management Track 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 & Documentation Maintain 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 & Competencies Strong 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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