Customer Success Executive

startuphr.consulting · Bengaluru, India

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.