Senior Customer Success Executive

Biofuelcircle; Ahmedabad District; On-site; INR 350,000 - 520,000; Full time

Job summary

Biofuelcircle is seeking a Platform BU-Customer Success Senior Executive to lead onboarding, training and ongoing support for subscribers, ensuring high usage and value from the platform.

You will manage POC processes, conduct user training, lead Monthly Business Reviews with customers, reactivate dormant accounts, and act as the primary liaison to resolve issues with internal teams for a seamless customer experience.

Qualifications

• Experience in customer success or onboarding activities.
• Ability to run training sessions for users.
• Strong communication and relationship management.
• Proactive in identifying customer needs and opportunities.
• Collaborative work with internal teams to resolve issues.

Responsibilities

• Lead Proof of Concept (POC) management for new customers, ensuring a smooth onboarding.
• Conduct training sessions for new and existing customers to drive platform adoption.
• Lead Monthly Business Reviews to track progress and identify opportunities for value.
• Identify and reactivate dormant or inactive customers with tailored plans.
• Serve as primary contact for customer inquiries, coordinating with internal teams for timely resolutions.

Skills

POC Management

Customer Onboarding & Training

Customer Engagement & Business Reviews

Reactivation of Dormant Accounts

Customer Support & Issue Resolution

Job description

Role

Platform BU-Customer Success-Senior Executive

Key Purpose of the Role

BiofuelCircle Customer Success team is responsible for Subscriber On-boarding, User training and Customer Support to ensure higher level of usage and utility for the platform.

Customer Success team’s role is pivotal in ensuring subscriber and platform success.

What Key Tasks will be involved?

• 1. Proof of Concept (POC) Management

  Drive and complete the POC process for newly onboarded customers.

  Provide dedicated support and guidance during the POC phase to ensure a seamless onboarding experience.

• 2. Customer Onboarding & Training

  Conduct training sessions for both new and existing customers to ensure effective adoption and usage of the platform.

  Customize training as per customer profiles to maximize engagement and usability.

• 3. Customer Engagement & Business Reviews

  Lead Monthly Business Review (MBR) meetings with customers to track progress, identify opportunities, and strengthen relationships.

  Proactively identify customer needs and explore opportunities for cross-selling and up-selling value-added services.

• 4. Reactivation of Dormant Accounts

  Identify and engage with dormant or inactive customers to understand reasons for inactivity.

  Develop and execute tailored reactivation plans to revive business relationships.

• 5. Customer Support & Issue Resolution

  Act as the primary point of contact for all customer queries, requests, and escalations.

  Collaborate with internal teams to ensure timely resolution and consistent customer satisfaction.

Opportunity

Opportunity exists for a young and enthusiastic individual to grow with BiofuelCircle which is using technology to unlock the bioenergy potential of the country. The opportunity is for an individual to understand key business processes / stakeholders in bioenergy supply chain; and work on solutions to digitalize this unique farm to fuel supply chain.