Customer Success Executive
Softmaji · Lucknow · onsite · Posted 1d ago
Undisclosed0–3 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
We work on web development, software development, mobile applications, digital marketing and SaaS products.
Our SaaS products are designed to help businesses, schools, institutions and other organizations manage their daily operations through online software.
We are looking for a Customer Success Executive who can work closely with our customers after they join our SaaS products.
The goal of this role is simple:
Help customers successfully use our products and make sure they get real value from them.
This is a customer-facing role involving regular communication, product guidance, onboarding, follow-ups, issue coordination, customer feedback and retention.
About the Role Customer Success starts after a customer decides to use our product.
Your responsibility will be to make the customer s journey smooth from the beginning.
You will help customers understand the product, guide them through important features, answer basic product questions, coordinate with the technical and support teams when necessary and regularly check whether they are getting the expected value from the software.
You will not be expected to write code.
However, you should be comfortable using software products and willing to learn our products in detail.
You should be able to explain software clearly to someone who may not have a technical background.
What Does Customer Success Mean Customer Success means helping customers achieve what they purchased the software for.
For example, if a customer purchases a school management SaaS product, your responsibility is not simply to tell them that their account has been created.
You should help them understand:
- How to get started
- Which features they should use
- How to complete important setup steps
- Where to find important functions
- How to use the system properly
- Where to get help when they face an issue
You should also identify when a customer is having difficulty and make sure the right internal team is involved.
Your Main Responsibilities 1. Customer Onboarding You will help new customers get started with our SaaS products.
This may include:
- Welcoming new customers.
- Explaining the basic product workflow.
- Helping customers understand their account.
- Explaining important features.
- Guiding customers through initial setup.
- Helping customers understand where to find important settings.
- Coordinating required information or documents.
- Scheduling onboarding calls or meetings.
- Checking whether the customer has successfully started using the product.
The objective is to make sure a new customer does not purchase the software and then struggle to understand what to do next.
2. Product Training You may provide basic product training to customers.
Training can happen through:
- Phone calls
- Online meetings
- Screen sharing
- Video calls
- Written instructions
- Product documentation
You should explain features in simple language.
You should adjust your explanation based on the customer s level of technical knowledge.
A customer should not need to understand programming to use our SaaS products.
3. Regular Customer Communication You will maintain regular communication with assigned customers.
- Checking whether they are using the product properly.
- Asking whether they need assistance.
- Following up on pending issues.
- Explaining new features.
- Checking their onboarding progress.
- Understanding their changing requirements.
- Collecting feedback.
Not every customer needs daily communication.
The frequency of communication should depend on the customer s situation and business requirements.
4. Customer Adoption A customer may purchase a product but use only a small part of it.
You will help customers understand useful features that are relevant to their work.
For example, if a customer is using only basic features, you may explain other features that could help them.
Your responsibility is not to force customers to use every feature.
The objective is to help them use the features that are genuinely useful for their requirements.
5. Customer Requirement Understanding You should understand what customers are trying to achieve with the product.
You may ask questions such as:
- What are you currently trying to manage
- Which part of the software are you having difficulty with
- Which feature are you trying to use
- What process are you currently following
- What would make the software easier for your team
- Are there any important features you are unable to find
- Is there anything stopping your team from using the software
This information can help us improve both customer service and the product.
6. Handle Basic Product Questions Customers may contact you with questions about:
- Features
- Account settings
- User management
- Product workflow
- Subscription plans
- Basic configuration
- Reports
- Mobile application
- Login and account access
- General product usage
You should answer questions that are within your knowledge.
If a question requires technical investigation, you should create or forward the issue to the appropriate technical team.
7. Coordinate With Technical Support You are not expected to solve every technical issue yourself.
When a customer reports a technical problem, you will:
- Understand the customer s problem.
- Collect the required information.
- Record the issue properly.
- Send it to the technical/support team.
- Track its progress.
- Follow up internally.
- Keep the customer informed where appropriate.
- Confirm that the customer s issue has been addressed.
You should not simply forward a complaint and forget about it.
8. Customer Issue Tracking You will maintain records of important customer issues.
- Customer name
- Account information
- Problem reported
- Date reported
- Priority
- Team handling the issue
- Current status
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Customer Experiencecrmcustomer feedbackBusiness RequirementsCustomer OnboardingB2BCustomer HandlingCustomer RelationshipCommunication Skillsclient relationshipaccount management