AI-Enabled Customer Relationship Executive

Santriya Technologies; Chennai; On-site; INR 500,000 - 750,000; Full time

Job summary

Santriya Technologies is seeking an AI-Enabled Customer Relationship Executive in Chennai to manage customer relationships after onboarding, leveraging GenAI copilots and enterprise search to provide timely, accurate support and identify risks for retention.

The role emphasizes using AI for case history summaries, coordinating with multiple teams, and ensuring compliance with privacy and data-minimization requirements while escalating high-impact decisions to specialists.

Responsibilities

• Own assigned customer relationships, service requests, follow-ups and actions.
• Use AI assistants to retrieve product guidance, summarize case history and draft responses, checking answers against current documentation.
• Identify adoption gaps, service risks, renewal signals and expansion opportunities from CRM and usage information.
• Coordinate incidents, complaints and product issues across support, operations, finance and product teams.
• Document customer commitments, root causes, workarounds and resolutions with clear evidence.
• Capture voice-of-customer themes and convert repeated issues into product, documentation or process improvement requests.
• Apply privacy, consent and data-minimization requirements when using AI or analytics.
• Escalate regulated, financial, legal, safety or irreversible decisions to authorized specialists.

Job description

Job Summary

Santriya Technologies is seeking an AI-Enabled Customer Relationship Executive to manage customer relationships after onboarding, using AI-enabled knowledge retrieval and case intelligence to provide timely, accurate support, identify risks and improve retention.

Responsibilities

• Own assigned customer relationships, service requests, follow-ups and agreed success actions.
• Use approved AI assistants to retrieve product guidance, summarize case history and draft responses, checking answers against current documentation.
• Identify adoption gaps, service risks, renewal signals and expansion opportunities from CRM and usage information.
• Coordinate incidents, complaints and product issues across support, operations, finance and product teams.
• Document customer commitments, root causes, workarounds and resolutions with clear evidence.
• Capture voice-of-customer themes and convert repeated issues into product, documentation or process improvement requests.
• Apply privacy, consent and data-minimization requirements when using AI or analytics.
• Escalate regulated, financial, legal, safety or irreversible decisions to authorized specialists.

AI-enabled ways of working

• Use approved GenAI copilots, enterprise search/RAG, analytics and workflow agents to reduce repetitive work and improve decision preparation.
• Keep prompts, outputs and automated actions within approved data-access, confidentiality and retention rules.
• Correct inaccurate summaries, classifications or recommendations before they become customer, operational or system records.
• Feed recurring AI errors, knowledge gaps and process friction into product, documentation and control improvement.

Human accountability

AI is a copilot, not the accountable decision-maker. The role holder remains responsible for judgement, quality, privacy, security and appropriate escalation. Credit, fraud blocking, legal/regulatory, financial advice, safety-critical, clinical, employment and other high-impact decisions must follow delegated authority and required human review.

Success Measures

• Retention and customer satisfaction improve
• First-contact accuracy rises
• Escalations are timely and evidence-based
• Repeated issues decline through feedback loops