Junior Customer Success Executive

**About Appobile Labs**

Appobile Labs is a product-focused SaaS company based in Bangalore, best known for Salesdiary, our enterprise-grade field force automation platform. We work with major FMCG, fresh food, alcohol, and heavy materials companies. Our work is high-impact and used by over 12,000+ field users daily. We are passionate about enabling our clients' success through innovative technology and dedicated support.

**What You’ll Do**

As a Junior Customer Success Executive, you will be a pivotal force in ensuring our clients not only achieve their desired outcomes but also continuously derive maximum value from Salesdiary. You will be a key advocate for our customers, driving adoption, engagement, and growth. Your responsibilities will include:
**Proactive Customer Engagement & Value Realization (Primary Responsibility)**:

- Continuously monitor and analyze Salesdiary usage data to identify trends, feature adoption rates, opportunities for deeper engagement, and potential risks.
- Regularly evaluate and contribute to enhancing the user experience (UX) to boost customer satisfaction and platform stickiness.
- Conduct field visits (as appropriate) to gain first-hand insights into customer workflows, identify operational gaps, and uncover opportunities for process improvements using Salesdiary.
- Develop and present insightful reports and BI visualizations to customer SPOCs and key stakeholders, showcasing usage patterns, value achieved, growth opportunities, and proactive risk mitigation plans.
- Lead and execute data hygiene initiatives as needed to ensure data integrity for accurate reporting and informed decision-making by clients.
- Facilitate regular check-ins and impactful Quarterly Business Reviews (QBRs) to discuss progress, gather strategic feedback, and align on future goals.

**End-to-End Customer Onboarding**:

- Take full ownership of the onboarding journey for new clients, from post-sales closure to successful implementation.
- Develop and manage detailed project timelines and action plans based on Salesdiary Standard Operating Procedures (SOPs).
- Perform platform configuration, conduct comprehensive training sessions, and ensure timely completion of all onboarding milestones.
- **Strategic Relationship Management**:

- Build, nurture, and maintain strong, long-term relationships with customer Single Points of Contact (SPOCs) and admin-level users, positioning yourself as a trusted advisor and primary point of contact.

**Adoption & Retention Focus**:

- Continuously track user engagement metrics for assigned accounts.
- Proactively identify early warning signs of churn risk and collaborate with senior team members on effective retention strategies.

**L2 Technical Support Coordination**:

- Monitor support SLAs for escalated L2 issues.
- Act as a liaison, responding to these issues and coordinating effectively with the Engineering team for timely resolution, under guidance.

**Sales & Pre-Sales Support**:

- Assist the Sales team by preparing tailored materials for product demonstrations.

**Requirements & Feedback Loop**:

- Assist in meticulously capturing and documenting client customization needs or integration requirements (BRDs) under supervision.
- Participate actively in User Acceptance Testing (UAT) for new features or customer-requested changes, monitor initial usage, and gather crucial feedback for the product team.

**Internal CRM & Reporting Excellence**:

- Maintain clear, accurate, structured, and timely records of all customer interactions, progress, risks, and opportunities within internal CRM systems and reporting tools.

**Who We're Looking For (Required Skills)**

We are seeking a motivated and client-centric individual eager to build a career in Customer Success within a dynamic SaaS environment. You must possess:

- Minimum 1 year of experience in a customer-facing role, demonstrating a proven ability to effectively engage and manage relationships with key client stakeholders (e.g., managers, project leads, designated white-collar SPOCs). This role prioritizes strategic account interactions over direct end-user support. Experience in Customer Success, Account Management, Presales, Project Coordination, or Enterprise SaaS Operations is highly preferred.
- Exceptional verbal and written communication skills in English.
- A proactive, problem-solving attitude with an unwavering commitment to client delight and success.
- Strong organizational and time-management skills, with the ability to manage multiple priorities effectively and maintain a keen attention to detail.
- Proficiency in documentation, with a willingness to learn and create clear BRDs, UAT test cases, and concise meeting summaries.
- Demonstrable knowledge of Microsoft Excel, including the use of Macros for data analysis and reporting.
- A strong grasp of Business Intelligence (BI) concepts, including creating and interpreting visualizations and reports. Familiarity with at least one BI tool is essenti