Customer Success Executive

Looking for Customer Success Associate 1-2 Years Notice Period : Immediate Location : Bangaluru Languages : Kannada (if Located in Bengaluru) Languages : Tamil (If located in Chennai) Key Responsibilities A. Customer Coordination & Customer Success • 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 deliverables. • 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 escalate 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. 4. Required Skills & Competencies • 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.