Customer Success Associate

IOTRL Connect; Hyderabad; On-site; INR 420,000 - 700,000; Full time

Job summary

A leading AI-driven safety platform in Hyderabad seeks a Customer Success Executive to manage customer relationships and enhance satisfaction. The role requires 1-2 years of experience in customer success or related fields. Responsibilities include onboarding customers, creating reports, and resolving customer issues. Ideal candidates will have strong communication skills, an analytical mindset, and the ability to manage multiple tasks effectively. Join us to improve safety processes across industries.

Qualifications

• 1-2 years of experience in communications, marketing, sales, account management, or customer success.
• Exceptional communication skills, both verbal and written.
• Analytical and process-oriented mindset.
• Event planning experience is a plus.

Responsibilities

• Onboard and train new customers and users.
• Create MIS reports for customers.
• Address and resolve customer issues regarding business growth.
• Review customer journey and advise on improvements.
• Coordinate and train new customer starts efficiently.
• Prepare visuals to demonstrate campaign performance and trends in CSAT/NPS.
• Collaborate with sales and marketing to develop case studies.

Skills

Communication skills (verbal and written)

Multi-tasking skills

Project management

Analytical mindset

Problem-solving

Multi-tasking

Project management

Analytical thinking

Problem solving

Attention to detail

Event planning

Job description

SafetyConnect is an AI-driven enterprise safety platform used by large organisations to reduce road accidents and improve process safety. We work with companies like Siemens, Tata Capital, Schindler, Adani, Syngenta, and Gilbarco.

Our products cover:

• Smartphone-based telematics for driving safety
• Process safety & compliance workflows
• AI-powered safety intelligence dashboards and knowledge systems

Objectives Of The Role

• On-board and train new customers & Users.
• Build & strengthen customer relationships
• Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team
• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
• Maintain existing customer success metrics and data as directed

Responsibilities

• Creating MIS reports, Weekly/Monthly/Quarterly/Annual reports as required to the customers.
• Manage incoming calls and emails and handle appropriate follow-up calls and emails.
• Address, resolve and record any customer issues that arise regarding business growth, billing, and general account satisfaction.
• Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals.
• Coordinate and train all new customer starts in an efficient and streamlined way.
• Prepare necessary documentation or visuals for the client to demonstrate the performance of campaigns; analyze trends in C-Sat/NPS scores to identify areas of improvement.
• Work with the sales and marketing team to drill customer references and develop case studies.

Requirements / Qualifications

• 1-2 years of experience in communications, marketing, sales, account management, or customer success.
• Multi-tasking skills, strategic planning, and project management skills.
• Exceptional communication skills (verbal and written).
• Analytical and process-oriented mindset.
• The ability to solve problems & to think quickly on your feet.
• An eye for detail.
• Event planning experience is a plus.