Customer Success Executive

Job Description (JD)
Customer Success Executive Support & Training (Industry 4.0)
Company: UGX.AI
Department: Customer Success & Operations
Location: Noida / Hybrid / Customer Site Visits as Required
Employment Type: Full-Time
Experience: 1-5 Years
Qualification: Diploma / B.E. / B.Tech / BCA / MCA / Any Graduate with Technical Aptitude

About UGX.AI
UGX.AI helps manufacturing organizations accelerate their Industry 4.0 journey through Industrial IoT (IIoT), Smart Factory Solutions, Digital Production Monitoring, AI-driven Analytics, and Manufacturing Execution Systems (MES).
As a Customer Success Executive, you will play a critical role in ensuring customers derive maximum value from UGX.AI solutions after implementation. You will be responsible for customer onboarding, user training, adoption, support, issue resolution coordination, and long-term customer engagement.

Position Summary
The Customer Success Executive will serve as the primary post-implementation contact for customers. The role focuses on ensuring smooth user adoption, conducting training programs, handling support requests, monitoring platform usage, and coordinating with technical teams for issue resolution.
The ideal candidate should possess excellent communication skills, patience, problem-solving ability, and a strong customer-centric mindset.

Key Responsibilities
Customer Onboarding & Training

• Conduct onboarding sessions for new customers.
• Train plant managers, production teams, supervisors, operators, and management users on UGX.AI solutions.
• Develop role-based training plans for different user groups.
• Conduct online and onsite training sessions.
• Create user manuals, SOPs, training videos, and knowledge base content.
• Ensure users become self-sufficient in using the platform.

Customer Support

• Serve as the first point of contact for customer queries and issues.
• Log, classify, and prioritize support tickets.
• Troubleshoot application and process-related issues.
• Coordinate with Product, Development, and TechOps teams for technical issue resolution.
• Follow up until issues are fully resolved.
• Maintain SLA compliance.

Customer Adoption & Engagement

• Monitor customer usage and platform adoption.
• Identify underutilized features and drive adoption campaigns.
• Conduct periodic customer review meetings.
• Share best practices and product updates.
• Ensure customers achieve expected business outcomes from the solution.

Issue Management & Escalation

• Track customer issues from reporting to closure.
• Maintain issue trackers and support dashboards.
• Escalate critical issues to appropriate stakeholders.
• Communicate resolution timelines to customers.
• Ensure transparent and timely communication.

Documentation & Reporting

• Prepare training reports and attendance records.
• Maintain customer interaction logs.
• Update CRM and ticketing systems.
• Generate periodic customer health reports.
• Capture customer feedback and improvement suggestions.

Customer Retention & Satisfaction

• Build strong relationships with customer stakeholders.
• Act as the voice of the customer within UGX.AI.
• Improve customer satisfaction and retention.
• Identify opportunities for upselling additional modules and services.
• Support account management teams during renewals.

Required Skills
Communication Skills

• Excellent verbal communication.
• Professional email writing.
• Presentation and training skills.
• Ability to simplify technical concepts for non-technical users.
• Strong listening and relationship-building capability.

Customer Success Skills

• Customer onboarding.
• User training.
• Customer engagement.
• Support ticket management.
• Issue escalation handling.
• Customer satisfaction management.

Technical Skills
Basic understanding of:

• Industry 4.0 concepts
• Industrial IoT (IIoT)
• Manufacturing processes
• Production monitoring systems
• ERP/MES software
• Mobile and web applications
• Microsoft Excel and PowerPoint

Preferred:

• CRM tools
• Ticketing systems
• SQL basics
• Reporting and dashboard interpretation

Desired Behavioral Competencies
Customer First Mindset

• Passionate about helping customers succeed.
• Focused on delivering exceptional customer experience.

Patience & Empathy

• Able to handle customer concerns professionally.
• Comfortable dealing with users having varying technical expertise.

Ownership

• Takes responsibility for customer issues until closure.
• Follows through on commitments.

Proactive Approach

• Identifies potential customer challenges before they become escalations.
• Drives adoption and engagement initiatives.

Learning Orientation

• Willing to continuously learn manufacturing and Industry 4.0 technologies.

Experience Requirements
Mandatory

• 15 years experience in:
• Customer Support
• Customer Success
• Software Training
• Technical Support
• SaaS Operations

Preferred
Experience in:

• Manufacturing software
• ERP solutions
• Industrial Automation
• Industry 4.0 solutions
• MES platforms
• Industrial IoT solutions

Travel Requirements

• Willingness to travel to customer sites for onboarding and training.
• Travel approximately 2030% of the time.
• Comfortable conducting both onsite and remote training sessions.

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)
• Training Completion Rate
• Product Adoption Rate
• Ticket Resolution Time
• SLA Compliance
• Customer Retention Rate
• Renewal Support Success
• Escalation Reduction Rate
• Number of Users Trained
• Customer Health Score