Customer Success & Operations Executive

ROLE OVERVIEW

As Customer Success & Operations Associate, you will work closely with customers and internal teams to support onboarding, handle client queries, track issues, coordinate resolutions, and ensure a smooth post-go-live experience. You will also support account retention and identify upsell opportunities by understanding client usage, needs, and expansion potential.

WHAT MAKES THIS ROLE TRULY EXCITING?

• You work directly with clients during onboarding and support journeys.
• You help improve customer experience, product adoption, and retention.
• You contribute to both service quality and revenue growth through upsell support.
• You coordinate closely with Product, QA, and Operations teams.
• You play a direct role in resolving issues and building long-term client trust.

KEY RESPONSIBILITIESA. Product Onboarding & Client Support

• Support onboarding of new clients and help them understand product workflows and usage.
• Assist clients during implementation and early-stage product adoption.
• Handle day-to-day client queries related to product usage, process, and issue resolution.

B. Query Handling & Issue Coordination

• Log, track, and follow up on client issues, support requests, and product-related concerns.
• Coordinate with Product, QA, and internal teams for timely issue resolution.
• Ensure regular updates are shared with clients on open queries and action timelines.

C. Escalation & Relationship Support

• Identify critical issues and escalate them to the manager in a timely manner.
• Support smooth handling of client escalations through structured follow-up.
• Build positive working relationships with clients through responsiveness and service quality.

D. Retention & Upsell Support

• Support account retention by ensuring timely issue closure, client satisfaction, and ongoing engagement.
• Track customer needs, usage patterns, and feedback to identify opportunities for service improvement and account continuity.
• Identify potential upsell / cross-sell opportunities and share them with the manager / relevant teams.
• Support renewal readiness and client engagement efforts for existing accounts.

E. Operational Support & Reporting

• Maintain support trackers, onboarding records, issue logs, upsell leads, and status updates.
• Support preparation of client reports, query summaries, and internal review updates.
• Ensure documentation of recurring issues, retention risks, and support learnings for process improvement.

Pay: ₹240,000.00 - ₹300,000.00 per year

Benefits:

• Health insurance
• Provident Fund

Work Location: In person