Customer Success Engineer

POST A RESUME; Vadodara; On-site; INR 360,000 - 440,000; Full time

Job summary

POST A RESUME is seeking a proactive Customer Project Management professional in Vadodara to coordinate customer orders, drive the discovery phase, and ensure timely project delivery.

You will support customers, answer calls, manage trainings, and contribute to reporting, specifications, data setup, testing, and QA, with emphasis on communication and analytical skills.

Qualifications

• B.tech or BE in IT/ CSE/ Electronics/Mathematics.
• Preferably software with minimum 2 years of customer support experience.

Responsibilities

• Ensure orders have required information and can be fulfilled on time.
• Complete the Discovery phase.
• Coordinate with customers and internal teams to complete projects timely.
• Create project plans and send regular reports to customers.
• Receive calls and resolve cases escalated by customers and first level support.
• Ensure solutions are provided within an optimal time frame.
• Log all activities against customer accounts/cases.
• Document problems and resolutions using knowledge base articles.
• Plan, package and deliver trainings for customers remotely or onsite.
• Prepare presentations and videos for complex options.
• Regular daily/weekly reports to management Data Projects.
• Analyze and create project specifications.
• Data setup based on specifications.
• Code/release testing and QA.

Skills

Analytical thinking

Communication skills

Interpersonal skills

Project coordination

Problem solving

Education

B.Tech / BE in IT or CSE or Electronics or Mathematics

Job description

(Working Hours/Timing: 9:30 AM to 6:30 PM) - 5 days

Salary range up to 4 LPA based on current salary and experience with 1-2yrs

Customer Project Management

• Ensuring that the order has all the required information and can fulfil the order in the specified timeframe.
• Completing the Discovery phase.
• Coordinating with the customers and the internal teams to complete the project in a timely manner
• Creating Project Plans and sending regular reports to the customers

Customer Service

• Receiving calls (whenever requested) and resolving cases escalated by the customers as well as resolving cases escalated by First Level Support
• Ensuring we provide solution within an optimal time frame
• Logging all activities against the customer account/cases
• Ensuring service is paid for
• Documenting problem and resolution using Knowledgebase Articles for quick reference/response in future

Training

• Planning, packaging and delivering trainings for customers remotely or onsite
• Get the customer acclimatized with the workings of Company (using trials and demos with programs and data on the Terminal Server)
• Preparing presentations and videos for the complex options

Management

• Regular daily/weekly reports to the management Data Projects
• Analyze and create Project specifications
• Data Setup based on specifications.
• Code/Release Testing and quality assurance

Qualification and Experience

• B.tech or BE in IT/ CSE/ Electronics/Mathematics
• Preferably in software Min 2years of Experience of Customer Support

Soft Skills

• Analytical, design and troubleshooting
• Research and analysis
• Excellent communication and interpersonal skills
• Ability to accomplish assigned tasks with minimal supervision