Customer Success Executive

startuphr.consulting; Bengaluru; On-site; INR 300,000 - 540,000; Full time

Job summary

StartupHR Consulting in Bengaluru seeks a proactive Project Coordination & Customer Support associate to manage day-to-day customer communication and ensure timely updates on project status and deliverables.

You will coordinate with testing, sales, and internal teams, maintain CRM records, generate MIS reports, and help translate customer requirements into actionable projects while maintaining strong relationships.

Qualifications

• Strong communication and coordination skills.
• Experience with CRM and MIS tools.
• Proficient in MS Office (Excel/Word).
• Ability to coordinate with multiple teams and manage multiple tasks.

Responsibilities

• Support day-to-day communication and coordination with customers.
• Understand customer requirements and communicate them to internal teams.
• Provide customers with timely updates on project status and actions.
• Follow up with teams and customers to ensure commitments are completed on time.
• Record and communicate customer feedback and concerns.
• Assist in maintaining strong customer relationships.

Skills

Excellent communication

Coordination skills

Attention to detail

MS Office proficiency

CRM experience

Tools

CRM system

MS Excel

MS Word

MIS reporting

Job description

Languages : Tamil (If located in Chennai)

Key Responsibilities

• Support day-to-day communication and coordination with customers.
• Understand customer requirements and ensure the same are communicated to the concerned internal teams.
• Provide customers with timely updates on project status, schedules, pending actions, and
• Follow up with internal teams and customers to ensure commitments are completed on time.
• Record and communicate customer feedback and concerns.
• Support the Customer Success Manager/Asst. Manager in maintaining strong customer relationships.
• Assist in resolving routine customer queries and elevate critical concerns appropriately.

B. Testing & Project Coordination

• Understand basic customer requirements related to testing services.
• Coordinate with technical/testing teams regarding feasibility, scheduling, sample requirements, and project status.
• Track testing schedules, pending activities, draft reports, final reports, and other deliverables.
• Follow up with concerned teams for timely completion of assigned activities.
• Maintain project trackers and ensure pending actions are regularly updated.
• Escalate delays, technical constraints, or operational issues to the reporting manager.

C. Sample & Documentation Coordination

• Coordinate sample receipt, identification, movement, dispatch, and return with concerned teams.
• Ensure required sample-related documents and records are maintained.
• Maintain proper traceability of samples and project materials.
• Coordinate with internal teams for timely availability and movement of samples.
• Ensure customer/project documentation is updated and properly maintained.

D. CRM, MIS & Reporting

• Maintain accurate customer and project information in the CRM system.
• Update customer interactions, follow-ups, quotations, project status, and pending actions.
• Prepare routine MIS reports and trackers as required.
• Track quotation status, PO/WO status, testing progress, reports, and customer follow-ups.
• Provide regular status updates to the reporting manager.
• Ensure accuracy and timely updating of customer and project records.

E. Sales & Business Support

• Support the Sales and Customer Success teams in quotation and proposal coordination.
• Follow up with customers for quotation feedback and PO/WO confirmation.
• Assist in customer meetings and visits, when required.
• Coordinate internally to support smooth conversion of customer requirements into projects.

F. Store & Asset Coordination

• Support the team in monitoring inward and outward movement of samples and project-related materials.
• Maintain records related to sample/material receipt and dispatch.
• Support documentation and traceability of materials.

G. Internal Coordination & Process Support

• Coordinate effectively with Sales, Customer Success, Testing/Technical and other internal teams.
• Follow up on assigned action items until closure.
• Support process improvements aimed at improving customer experience and operational efficiency.
• Good customer service and relationship management skills.
• Strong verbal and written communication skills.
• Good follow-up and coordination skills.
• Basic understanding of testing services is preferred.
• Ability to understand customer requirements and coordinate with internal teams.
• Good organizational and documentation skills.
• Good knowledge of MS Office, particularly Excel and Word.
• Ability to work with multiple teams and manage multiple tasks simultaneously.
• Strong attention to detail.
• Ownership, accountability, and willingness to learn.

5. Key Performance Indicators (KPIs)

• Timely response to customer queries and requirements.
• Timely follow-up and closure of assigned customer/project actions.
• Customer satisfaction and service quality.
• Accuracy and timely updating of CRM and MIS.