Customer Success Associate - US

Eila Solutions; Saddar; On-site; PKR 893,000 - 1,451,000; Full time

Job summary

Eila Solutions in Rawalpindi is seeking a proactive Customer Success Executive to manage client relationships and ensure a smooth journey across the customer lifecycle.

You will coordinate with customers, resolve concerns, monitor service performance, and support long-term engagement and retention while aligning with SLAs and internal standards.

Qualifications

• Bachelor's degree in a relevant field (Business Administration/Management/Marketing/Communications).
• 1–3 years of experience in Customer Success, Customer Service, Account Management or related role.
• Strong verbal and written English communication skills.

Responsibilities

• Manage day-to-day communication with assigned customers and serve as a reliable point of contact.
• Build and maintain positive, professional relationships with customers.
• Guide new customers through onboarding and help them understand and utilize the services.
• Track customer engagement, satisfaction, service usage and account health.

Skills

English communication

CRM proficiency

Account management

Microsoft Office

Multi-tasking

Education

Bachelor's degree

Tools

CRM platforms

Microsoft Office

Job description

Location: Bahria Town Phase 4, Rawalpindi

Working Hours: 6:00 PM – 3:00 AM

Salary: PKR 80,000 – 130,000 + Other Benefits

Employment Type: Full-Time

Position Overview

We are seeking a proactive and customer-focused Customer Success Executive to manage client relationships and ensure a smooth experience across the customer journey. The role involves coordinating with customers, understanding their requirements, resolving concerns, monitoring service performance, and supporting long-term customer engagement and retention.The successful candidate will be a strong communicator with excellent coordination and problem-solving abilities and a genuine focus on customer satisfaction.

What You'll Be Responsible For

• Manage day-to-day communication with assigned customers and serve as a reliable point of contact.
• Build and maintain positive, professional relationships with customers.
• Guide new customers through the onboarding process and help them understand and effectively utilize the services.
• Regularly connect with customers to identify their requirements, concerns, expectations, and areas where additional support may be required.
• Track customer engagement, satisfaction, service usage, and overall account health.
• Work closely with internal departments to address customer issues and ensure timely resolution.
• Follow up on open requests, service matters, and ongoing deliverables while keeping customers informed of progress.
• Maintain updated and accurate customer information, communication history, and account records within the CRM.
• Identify recurring customer issues and suggest practical improvements to enhance the overall customer experience.
• Support initiatives aimed at strengthening customer relationships and improving retention.
• Collect customer feedback and share relevant insights with management and internal teams.
• Prepare account summaries, customer performance reports, service reviews, and other updates as required.
• Ensure customer interactions and service delivery remain aligned with defined SLAs, company procedures, and service standards.

Recquirments:

• Bachelor's degree in Business Administration, Management, Marketing, Communications, or a relevant discipline.
• 1–3 years of relevant experience in Customer Success, Customer Service, Account Management, Client Relations, or a similar customer-facing role.
• Strong verbal and written English communication skills.
• Confident interpersonal and relationship-building abilities.
• Capable of handling multiple customer accounts and priorities simultaneously.
• Working knowledge of CRM platforms and Microsoft Office.
• Comfortable working in a night-shift environment.