Customer Success Executive

Job Title: Customer Success Executive

Location: Mumbai

Role: Permanent (Full-time)

Open Positions: 2

Experience: 1 2 years

About Softlink Global:

Softlink Global is Indias leading logistics-tech company, powering the supply chain ecosystem for 5,000+ enterprises across 45+ countries. For over three decades, our flagship ERP, Logi-Sys, has been at the heart of freight forwarding, logistics, warehousing, and supply chain operations worldwide. We are a deep-tech SaaS organization redefining how the logistics industry works through automation, AI-led workflows, and scalable cloud technology. Joining us means being part of one of the largest logistics software companies in Asia, built by passionate product innovators and technologists.

Position Overview:

We are looking for a dedicated, customer-centric Customer Success Executive who will be responsible for delivering high-quality customer support, ensuring fast and effective resolution of customer queries, and building strong relationships with our Logi-Sys ERP users. Your main goal is to ensure customer satisfaction, resolve issues within defined SLAs (Service Level Agreements), and enhance the overall customer experience. You will serve as the primary point of contact for clients, guiding them through their post-purchase journey, ensuring they get maximum value from our software solutions.

Who We Are Looking For:

• Fresh graduates (1 2 year experience).
• Basic understanding of logistics/supply chain terms.
• Tech-friendly mindset with curiosity to learn software systems.
• Strong communication and problem-solving skills.
• A positive attitude and willingness to learn in a fast-paced SaaS environment.

1. Customer Support & Technical Issue Resolution:

Handle client queries across phone, email, and chat while ensuring timely and accurate ticket resolution. Diagnose and troubleshoot issues related to the Logi-Sys ERP to minimize operational disruptions for customers and maintain detailed records of all interactions and solutions.

2. Customer Relationship Management & Value Enablement:

Build strong, trust-based relationships with clients by understanding their business needs and proactively guiding them to derive maximum value from the software. Regularly engage with users, share best practices, communicate new features, and ensure a consistently positive customer experience.

3. Product Feedback Loop & Continuous Improvement:

Act as the voice of the customer within the organization by sharing insights, recurring pain points, and enhancement suggestions with product and technical teams. Participate in UAT cycles, validate updates, and contribute to improving help documentation and support knowledge bases.

4. Ticket Monitoring, Follow-up & Cross-Team Coordination:

Monitor open tickets, ensure clarity of communication regarding resolution timelines, and follow up until closure. Escalate complex issues to relevant teams and coordinate with cross-functional groups to ensure swift, accurate, and customer-centric outcomes.

Career Path & Growth:

Starting your journey in Customer Success opens multiple long-term career opportunities at Softlink:

• Implementation Consultant – work directly with clients to deploy, configure, and optimize our ERP across their operations.
• Product Design / Product Analyst Team – contribute to building and improving our software by translating business needs into product features. This internship gives you exposure across tech, logistics, and product functions - helping you discover where you best fit.