Customer Success Executive

Customer Success Executive - Partner Portal

Aerem - aerem.co
Location: Mumbai (Ghatkopar)

Department: Product & OpsType

Reports to: Product / Operations Lead

About the Role
Aerem's Partner Portal is the single interface through which 5,500+ EPC partners access financing, procurement, monitoring, and business tools. The Customer Success Executive (CSE) is the sole owner of this platform's end-to-end partner experience - from first demo to active daily usage.
This is not a support ticket role. The CSE is expected to be the internal expert, the partner's advocate, and the quality control layer that ensures every enquiry raised on the portal reaches resolution within SLA.

Key Responsibilities:

1. Portal Ownership & Expert Knowledge

• Maintain deep, working knowledge of all seven Partner Portal modules: Financing, SunStore, AeROC, Design Services, Proposal Maker, Marketing Hub, and Knowledge Centre
• Serve as the single internal expert and point of escalation for any partner-facing issue related to the portal
• Proactively identify friction points, UX gaps, and broken flows document and flag to the product team
• Maintain an updated internal FAQ, demo scripts, and troubleshooting guides for the portal

2. Demo & Onboarding

• Conduct live product demos of the Partner Portal for prospective and newly onboarded EPC partners
• Deliver structured onboarding walkthroughs that drive genuine self-serve activation not just login
• Customise demo narratives based on partner profile (residential EPC, C&I EPC, large vs. small, etc.)
• Track activation milestones post-demo and follow up until partners are independently using core modules

3. Query Handling & SLA Management

• Own the query inbox for Partner Portal enquiries classify, triage, and route all incoming issues
• Maintain a live tracker of all open enquiries with owner, status, and SLA deadline
• Intervene directly on any enquiry at risk of breaching SLA escalate to internal teams (Product, Ops, Finance, SunStore) where required
• Maintain first-response SLA of same business day and resolution SLA of 48 hours for standard queries
• Handle Tier 1 queries independently; escalate Tier 2/3 with full context and a proposed resolution path

4. Cross-functional Coordination

• Work closely with the Product team to relay partner feedback and bugs with structured documentation
• Coordinate with the Finance, SunStore, and AeROC teams to resolve interdependency issues that affect portal experience
• Participate in partner pilot cohort management gather structured feedback from pilot EPCs and compile it for product review
• Brief internal stakeholders on repeat issues, resolution patterns, and partner sentiment on a weekly cadence

5. Reporting & Continuous Improvement

• Maintain weekly dashboard: queries raised, resolved, pending, SLA breaches, and CSAT scores
• Identify and surface recurring issues that point to product gaps or process failures
• Contribute to SOP documentation and keep all portal-related runbooks current
• Provide monthly health report on Partner Portal adoption, activation quality, and partner engagement

What We're Looking For?

Must-Have:

• 0–3 years of experience in customer success, product support, or partner management — preferably in fintech, SaaS, or B2B platforms
• Demonstrably strong verbal and written communication — you will represent Aerem in every partner interaction
• High ownership mentality: you don't wait for someone to assign a problem; you find it and fix it
• Strong organisational skills — ability to manage multiple open queries, deadlines, and stakeholders simultaneously
• Comfortable working with CRM and support tools (e.g. LeadSquared, Freshdesk, or equivalent)
• Ability to learn a technical product quickly and explain it simply
• Joining- Immidiate

Good to Have:

• Prior exposure to solar, EPC, or clean energy ecosystem
• Experience conducting live product demos or training sessions
• Familiarity with product analytics tools (Mixpanel, etc.) to understand engagement data
• Hindi and English fluency; Marathi or regional language proficiency is a bonus given the EPC base

Why This Role

The Partner Portal is Aerem's primary interface with 5,500+ EPC partners — the channel that drives financing, procurement, and monitoring across 1.5GW+ of solar capacity. The person in this role will have direct, visible impact on how those partners experience Aerem every single day.

You will work at the intersection of product, operations, and partner success — with high visibility to senior leadership and a clear path to grow into a senior CSM or product operations role.