Customer Success Executive

1 week ago

Mogappair West Chennai Tamil Nadu, India KOKA Technology Private Limited Full time

**1. Onboarding & Training**
- Guide new clients through onboarding processes to ensure successful product/service adoption.
- Deliver training sessions (remote or on-site) to clients to help them understand features and functionalities.
- Customize onboarding plans based on client needs and business objectives.

**2. Customer Relationship Management**
- Build and maintain strong, long-term relationships with clients.
- Act as the primary point of contact for customer queries, feedback, and concerns.
- Regularly check in with clients to monitor usage, satisfaction, and overall experience.

**3. Issue Resolution & Support Escalation**
- Handle and log customer complaints or queries, ensuring timely resolution.
- Coordinate with internal teams (Support, Development, Sales) for escalations and technical issues.
- Ensure proper follow-up until customer issues are resolved.

**4. Retention & Renewals**
- Monitor contract periods and proactively manage renewals.
- Identify risks of customer churn and take corrective actions.
- Maintain high customer satisfaction to promote retention.

**5. Upselling & Cross-Selling**
- Identify opportunities for upselling/cross-selling based on client usage and needs.
- Educate customers on new features, upgrades, and add-on services.
- Collaborate with the sales team for converting opportunities.

**6. Performance Monitoring**
- Track customer usage metrics and generate reports on adoption, satisfaction, and performance.
- Conduct quarterly or monthly business reviews (QBR/MBR) with key clients.
- Maintain a record of success stories and testimonials.

**7. Customer Advocacy & Feedback**
- Collect and relay client feedback to product and service teams for continuous improvement.
- Encourage happy customers to provide testimonials, case studies, or referrals.
- Act as the customer's voice within the company.

**8. CRM & Documentation**
- Log all client communications, support tickets, and interactions in the CRM.
- Maintain accurate records of customer contracts, renewal dates, and escalations.
- Prepare weekly/monthly reports for internal stakeholders.

Pay: ₹300,000.00 - ₹1,794,701.43 per year

**Benefits**:

- Cell phone reimbursement
- Food provided
- Health insurance
- Provident Fund

Schedule:

- Day shift
- Fixed shift
- Rotational shift

Supplemental Pay:

- Overtime pay
- Yearly bonus

Work Location: In person

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