Customer Success Executive

Techto Networks; Northern (KY); Ibrido; USD 55.000 - 85.000; Tempo pieno

Descrizione del lavoro

TechTo Networks seeks a Customer Success Executive to onboard customers, guide product usage, and resolve issues. You will manage relationships, conduct training, and promote adoption of Bulk SMS, WhatsApp API, and Google RCS.

Role requires clear communication, empathy, and the ability to work remotely in a fast-paced SaaS environment. You will collaborate with Product and Engineering to improve the customer experience.

Competenze

• Bachelor's degree in Business Administration, Marketing, CS, IT, or related field.
• 1–3 years in Customer Success, Support, Technical Support, or Account Management.
• Freshers with excellent communication skills and a strong learning attitude may also apply.

Mansioni

• Onboard new customers and guide activation.
• Provide product guidance and resolve customer issues.
• Configure SMS, WhatsApp Business API, RCS, and related services.
• Maintain CRM records and prepare weekly reports.
• Monitor usage and drive product adoption and retention.
• Escalate complex issues to technical teams.

Conoscenze

Communication skills

Customer empathy

Problem-solving

Independent work

Learning agility

Formazione

Bachelor's degree in Business Administration, Marketing, Computer Science, IT, or related field

Strumenti

CRM software (HubSpot, Zoho CRM, Salesforce)

Excel

Google Sheets

APIs

WhatsApp Business API

SaaS platforms

Descrizione del lavoro

The Customer Success Executive will be responsible for onboarding new customers, providing product guidance, resolving customer issues, ensuring customer satisfaction, and increasing customer retention. You will serve as the primary point of contact after a customer signs up, ensuring they maximize the value of TechTo Networks' communication solutions.

Key Responsibilities

• Customer Onboarding
  • Guide new customers through the onboarding process.
  • Assist customers with account activation.
  • Help configure SMS, WhatsApp Business API, RCS, and related services.
  • Explain platform features and best practices.
  • Ensure customers successfully send their first campaign.
• Customer Relationship Management
  • Build long-term relationships with customers.
  • Conduct regular follow-ups.
  • Understand customer business goals.
  • Ensure customers receive maximum value from TechTo services.
  • Act as the customer's trusted advisor.
• Product Support
  • Resolve customer queries through: Phone, Email, WhatsApp, Live Chat
  • Troubleshoot platform-related issues.
  • Coordinate with technical teams for complex problems.
  • Escalate issues appropriately.
• Customer Training
  • Conduct one-on-one product demonstrations.
  • Organize webinars and training sessions.
  • Create easy-to-understand documentation.
• Educate customers on:
  • Bulk SMS
  • WhatsApp Business API
  • Google RCS
  • DLT Compliance
  • Messaging Best Practices
  • Account Management
• Monitor customer usage.
  • Identify inactive customers.
  • Encourage product adoption.
  • Recommend relevant products and upgrades.
  • Increase customer retention.
• Customer Feedback
  • Collect customer feedback.
  • Report product improvement suggestions.
  • Work closely with Product and Engineering teams.
  • Help improve customer experience.
• Issue Resolution
  • Track support tickets.
  • Ensure SLA compliance.
  • Maintain high first-response time.
  • Ensure timely issue resolution.
• Documentation
  • Maintain CRM records.
  • Update customer interactions.
  • Record onboarding progress.
  • Prepare weekly customer success reports.

Requirements

Required Qualifications

Bachelor's degree in Business Administration, Marketing, Computer Science, IT, or related field.

1–3 years of experience in Customer Success, Customer Support, Technical Support, or Account Management.

Freshers with excellent communication skills and a strong learning attitude may also apply.

Required Skills

Communication Skills

Excellent verbal and written English.

Ability to explain technical concepts simply.

Customer Service Skills

Problem-solving ability.

Patience and empathy.

Technical Knowledge

Basic understanding of:

SaaS products

Cloud software

APIs

Bulk SMS platforms

WhatsApp Business API (preferred)

CRM software

Excel and Google Sheets

Organizational Skills

Time management.

Multitasking.

Preferred Skills

Experience with any of the following is an advantage:

CRM platforms (HubSpot, Zoho CRM, Freshdesk, Salesforce)

Helpdesk software

Ticketing systems

WhatsApp Business Platform

SMS Gateway

DLT Registration

API integrations

Communication platforms

Customer onboarding processes

Key Performance Indicators (KPIs)

Customer Satisfaction (CSAT)

Net Promoter Score (NPS)

Customer Retention Rate

First Response Time

Customer Onboarding Completion Rate

Product Adoption Rate

Upsell and Cross-sell Success

Ticket Resolution SLA Compliance

Customer Health Score

What We Are Looking For

Excellent communication and interpersonal skills.

Positive attitude and customer-centric mindset.

Strong analytical and troubleshooting abilities.

Ability to work independently in a remote environment.

Quick learner with adaptability to new technologies.

Ability to manage multiple customer accounts simultaneously.

About the Company

TechTo Networks is a leading cloud communication platform helping businesses engage customers through Bulk SMS, WhatsApp Business API, Google RCS Messaging, SMPP Solutions, and Communication APIs. We empower businesses of all sizes with reliable, scalable, and secure messaging solutions that improve customer communication and business growth.

As we continue to expand, we are looking for a Customer Success Executive who is passionate about helping customers achieve success using our products and services.