Customer Success

5 days ago

Mumbai, Maharashtra, India CSML GROUP Full time

Position Overview
We are seeking a proactive, detail-oriented, and customer-centric professional to join our team as a
Customer Success & Onboarding Specialist
. This hybrid role focuses on ensuring a smooth onboarding experience, driving customer engagement, and building long-term satisfaction.

The ideal candidate will have
at least 3 years of experience
in customer onboarding, customer success, data validation, or marketing roles, and should be able to efficiently manage customer data, streamline onboarding workflows, and serve as a trusted advisor to clients throughout their journey.

Key Responsibilities
Onboarding & Data Management

  • Review and validate customer information for accuracy, completeness, and compliance with platform guidelines.
  • Upload and maintain customer data on the listing platform using standardized templates and operational workflows.
  • Communicate with customers to resolve data discrepancies, request missing information, and guide them through pre-onboarding steps.
  • Maintain Excel-based trackers, onboarding status sheets, templates, and issue logs.
  • Conduct periodic audits to ensure data integrity, consistency, and quality.

Customer Success & Relationship Management

  • Serve as the primary point of contact for new clients throughout the onboarding phase.
  • Develop customized onboarding plans aligned with customer goals and timelines.
  • Guide clients through product/service adoption to ensure a seamless start and positive experience.
  • Track customer engagement, identify potential challenges, and proactively provide solutions to improve satisfaction and retention.
  • Build and nurture long-term client relationships, ensuring continuous value realization.
  • Identify opportunities for upselling or cross-selling where relevant.

Cross-Functional Collaboration

  • Collaborate closely with Sales, Tech, QA, and other internal teams to streamline processes, resolve issues, and enhance customer experience.
  • Draft professional communication, including emails, updates, and status reports, in clear and fluent English.

Required Qualifications & Skills

  • Bachelor's degree in Business Administration, Information Technology, Marketing, or a related field.
  • Minimum 3 years of experience in Customer Success, Client Onboarding, Data Verification, or Operational Support roles.
  • Strong proficiency in Microsoft Excel (formulas, pivot tables, data validation, etc.).
  • Excellent verbal and written English communication skills.
  • Experience with CRM tools, listing platforms, CMS systems, or customer success software is a strong advantage.
  • Proven ability to convert prospects into active, satisfied customers.
  • High attention to detail with the ability to manage multiple onboarding workflows concurrently.
  • Customer-centric approach with strong interpersonal and problem-solving skills.
  • Analytical mindset with the ability to interpret customer data and generate actionable insights.

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