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Junior Executive: Customer Success to lead the support operations for top AppExchange product. The role involves managing a global support team, driving customer satisfaction, and improving service delivery. The ideal candidate will have deep Salesforce expertise, especially in AppExchange products, and a proven track record of leading customer support teams.

Key Responsibilities:
Lead Global Support Team: Manage all timezones (APAC/EMEA) support team for 360 SMS App and our other Appexchange product.
Customer Satisfaction: Drive high CSAT, manage escalations, and improve service quality.
Product Support: Work with product and engineering teams to resolve customer issues and track bugs.
Performance Management: Set team targets, conduct coaching, and ensure continuous team development.
Process Improvement:



Optimize support workflows for efficiency and better customer outcomes.
Stakeholder Communication: Liaise between support, sales, product, and leadership teams.
Customer Feedback Loop: Capture insights from customers and collaborate on product enhancements.
Oversee Onboarding: Manage customer onboarding and implementation in Salesforce settings.
Any specific ask/skill/certificate:
Robust experience with Salesforce and AppExchange product support.
3+ years in customer support,
Expertise in Salesforce Service Cloud, case management, and integrations.
Excellent leadership and communication skills.
Salesforce Administrator or App Builder certification preferred.
Shift Time: Indian
Location: Noida

📌 Senior Executive Customer Success Noida
🏢 360 DC Group
📍 Noida