Sr. Technician
Vilayat, IndiaFull-timeMid · 5-8 years
About this role
Lead Customer Success
Location : Noida (Sec. 129)
Exp : 8+ Years
Role Overview
We are looking for a proactive and customer-focused Senior Customer Success Executive to manage key client relationships, ensure high customer satisfaction, and drive product adoption. The ideal candidate will act as a bridge between customers and internal teams, ensuring seamless communication, issue resolution, and long-term client success.
Key Responsibilities
Customer Relationship Management
- Serve as the primary point of contact for assigned clients/accounts
- Build and maintain strong, long-term client relationships
- Understand customer business goals and align product usage accordingly
Support & Issue Resolution
- Handle L2/L3 support queries with a solution-oriented approach
- Ensure timely resolution of tickets, escalations, and technical issues
- Coordinate with internal teams (Tech, QA, Product) for faster resolution
Customer Success & Retention
- Drive customer onboarding, training, and adoption
- Monitor customer health metrics and proactively reduce churn
- Identify opportunities for upselling and cross-selling
Process & Performance Management
- Maintain SLAs, KPIs, and customer satisfaction (CSAT/NPS) metrics
- Prepare regular reports and insights on customer performance
- Suggest process improvements to enhance customer experience
Communication & Coordination
- Conduct regular client calls, reviews, and feedback sessions
- Translate customer feedback into actionable insights for product teams
- Ensure clear documentation of issues, solutions, and workflows
Required Skills & Qualifications
Must-Have Skills
- Strong experience in Customer Support / Customer Success (B2B preferred)
- Excellent communication and stakeholder management skills
- Experience with CRM tools (e.g., Salesforce, HubSpot, Zendesk)
- Ability to handle client escalations and critical situations professionally
- Strong analytical and problem-solving abilities
Technical/Domain Skills (Preferred)
- Basic understanding of SaaS platforms, APIs, or software products
- Experience working with support ticketing systems
- Familiarity with SLAs, KPIs, CSAT, NPS tracking
Key Competencies
- Customer-centric mindset
- Ownership & accountability
- Multitasking and prioritization
- Strong interpersonal and negotiation skills
- Attention to detail
KPIs / Success Metrics
- Customer Satisfaction Score (CSAT)
- Net Promoter Score (NPS)
- First Response Time & Resolution Time
- Customer Retention & Churn Rate
- Upsell/Cross-sell contribution