Customer Success Associate

**About Ionage**:Ionage is at the forefront of accelerating electric vehicle (EV) adoption by
offering innovative solutions that mitigate range anxiety, provide intelligent routing, and a
universal wallet to give EV owners a frictionless charging experience. We also offer robust
APIs and SDKs to enterprises in the EV charging ecosystem or planning to be a part of it. With
deep expertise in building tech-enabled EV charging solutions, Ionage is trusted by major
Charge Point Operators (CPOs), Automotive OEMs, and EV users alike in India. We are
committed to driving the future of sustainable transportation.

**Key Responsibilities**:
**Onboarding**:
Conduct thorough onboarding sessions with new customers to familiarise them with
IONAGE products and services.
Understand customers' specific needs, goals, and expectations.
Provide personalised guidance on product usage, features, and best practices.
**Proactive Engagement**:
virtual meetings.
Anticipate and address customer concerns or challenges promptly.
Offer proactive assistance and recommendations to help customers achieve their goals.
**Product Adoption**:
Monitor customers' usage of IONAGE products and identify areas for improvement or
optimization.
Provide targeted training sessions or resources to enhance product adoption and
proficiency.
Offer guidance on integrating IONAGE products into customers' existing workflows for
maximum efficiency.
**Customer Education**:
Develop educational materials such as tutorials, webinars, and knowledge base articles to
empower customers.

**Customer Feedback**:
Actively solicit feedback from customers through surveys, interviews, and feedback forms.
Analyze customer feedback to identify trends, pain points, and areas for improvement.
Use customer feedback to drive product enhancements, feature requests, and service
improvements.
**Success Planning**:
Collaborate with customers to develop success plans tailored to their specific goals and
objectives. Set clear milestones, metrics, and KPIs to measure progress and success.
Regularly review success plans with customers and adjust strategies as needed to ensure
alignment with evolving needs.
**Customer Advocacy**:
Cultivate strong relationships with satisfied customers and encourage them to become
advocates for IONAGE. Facilitate customer referrals, testimonials, and case studies to
showcase successful use cases. Recognize and reward customers who actively promote
IONAGE within their networks.
**Key Metrics**:
Continuous Improvement: Regularly review and refine customer success strategies based
on feedback, data analysis, and industry best practices. Encourage collaboration across
teams to ensure a customer-centric approach at all stages of the customer journey.
**Documentation and Training**:Maintain detailed documentation of customer interactions,
success plans, and feedback.
Provide ongoing training and development opportunities for the Customer Success team to enhance their skills and expertise.
**Conclusion**: By following the strategies outlined in this playbook and maintaining a
customer-centric approach, IONAGE aims to drive customer satisfaction, retention, and
advocacy, ultimately contributing to the company's long-term success and growth.
**Parameters for success.**:

- make sure the chargers are ONLINE
- Make sure all the location details are available
- Make sure client is aware of DO’s & Don’ts
- Make sure the payments & Invoice are made on time
- Make sure to be aware of the updates.
- make sure to have interaction with the clients on a timely manner

**Job Types**: Full-time, Permanent

Pay: ₹20,000.00 - ₹25,000.00 per month

**Benefits**:

- Health insurance
- Provident Fund

Schedule:

- Day shift

**Education**:

- Higher Secondary(12th Pass) (preferred)

**Experience**:

- total work: 1 year (preferred)
- Customer service: 1 year (preferred)

**Language**:

- English (preferred)
- Hindi (preferred)

Work Location: In person