Customer Success Engineer

Relfor Labs; Kalyani Nagar; On-site; INR 600,000 - 900,000; Full time

Job summary

Relfor Labs is seeking a Customer Success Engineer (CSE) to guide customers from onboarding to ongoing adoption. You will collaborate with Support, Implementation, Product, Development, and QA teams to resolve issues and drive product adoption.

The role requires strong technical troubleshooting, experience with third‑party integrations, and excellent communication and customer management abilities. Pune-based, 2–5 years of relevant experience preferred.

Qualifications

• 2–5 years in Technical Support, Customer Success, Implementation, Application Support, or similar technical role.
• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.

Responsibilities

• Onboard new customers and initiate onboarding with prerequisites and documentation.
• Coordinate installations, track activities, and verify configurations and integration functionality.
• Conduct customer training sessions tailored to operational workflows and ensure key users are equipped to use the application.
• Manage go-live checklists and software handover, explain support channels and escalation paths.
• Support third-party integrations, document requirements, and escalate complex issues.
• Build customer relationships, monitor product adoption, and perform regular follow-ups to maintain satisfaction.
• Collect feedback post-go-live and route insights to internal teams.
• Maintain onboarding, configuration, and integration documentation; prepare periodic status reports.

Skills

Technical troubleshooting

Communication

Customer management

Education

Bachelor's degree in CS/IT/Engineering

Job description

Job Description Customer Success Engineer (CSE)

- Position: Customer Success Engineer (CSE)
- Department: Customer Success / Technical Support
- Location: Pune
- Experience: 2–5 years in Technical Support, Customer Success, Implementation, Application Support, or a similar technical role.
- Education: Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (relevant technical experience will also be considered).

Role Overview

We are looking for a Customer Success Engineer to ensure a seamless customer journey—from onboarding and implementation through training, go-live, adoption, and ongoing technical support.

The CSE will collaborate closely with customers as well as internal teams (Support, Data Entry, Implementation, Product, Development, and QA) to understand requirements, coordinate activities, resolve technical issues, and drive product adoption.

The ideal candidate must possess strong technical troubleshooting skills, experience with third‑party application integrations, and excellent communication and customer management abilities.

Key Responsibilities

1. Customer Onboarding: Welcome new customers, initiate onboarding, explain processes and prerequisites, share required documentation, and track activities to ensure timely completion.
2. Data & Configuration Management: Collect master data, coordinate with the Data Entry team, review system configurations, recommend appropriate deployment models (Cloud, Offline, or Hybrid), and verify setups prior to installation.
3. Installation & Implementation: Schedule and monitor installations, coordinate with technical teams, manage customer dependencies, verify integration functionality, and maintain status documentation.
4. Customer Training: Conduct and schedule training sessions tailored to customer operational workflows, ensuring key users are fully equipped to use the application.
5. Go-Live & Software Handover: Complete go‑live checklists, execute software handovers, explain support channels and escalation paths, and ensure proper user access.
6. Third-Party Application Integration: Support and troubleshoot third‑party integrations (authentication, API responses, data mapping, synchronization), document requirements, and elevate complex technical issues to Development/QA teams.
7. Customer Relationship & Success: Build strong client relationships, proactively identify risks, monitor product adoption, and conduct regular follow-ups to maintain high customer satisfaction.
8. Final Follow‑up & Feedback: Gather customer feedback post‑go‑live, ensure all committed deliverables are complete, and route insights to internal teams.
9. Documentation & Reporting: Maintain accurate records for onboarding, configuration, and integration specs; prepare periodic status reports; and document recurring issues and resolutions.

Key Skills & Attributes

- Excellent verbal and written communication skills with strong customer‑handling capabilities.
- Proven problem‑solving, analytical, and troubleshooting skills.
- Ability to manage multiple priorities and work under pressure during critical issues.
- Strong ownership, coordination, and escalation management skills.
- Experience interfacing with third‑party vendors and integration partners.