ROLE OVERVIEW

As Customer Success & Operations Associate, you will work closely with customers and internal teams to support onboarding, handle client queries, track issues, coordinate resolutions, and ensure a smooth post-go-live experience. You will also support account retention and identify upsell opportunities by understanding client usage, needs, and expansion potential.

WHAT MAKES THIS ROLE TRULY EXCITING?

- You work directly with clients during onboarding and support journeys.
- You help improve customer experience, product adoption, and retention.
- You contribute to both service quality and revenue growth through upsell support.
- You coordinate closely with Product, QA, and Operations teams.
- You play a direct role in resolving issues and building long-term client trust.

KEY RESPONSIBILITIESA. Product Onboarding & Client Support

- Support onboarding of new clients and help them understand product workflows and usage.
- Assist clients during implementation and early-stage product adoption.
- Handle day-to-day client queries related to product usage, process, and issue resolution.

B. Query Handling & Issue Coordination

- Log, track, and follow up on client issues, support requests, and product-related concerns.
- Coordinate with Product, QA, and internal teams for timely issue resolution.
- Ensure regular updates are shared with clients on open queries and action timelines.

C. Escalation & Relationship Support

- Identify critical issues and escalate them to the manager in a timely manner.




- Support smooth handling of client escalations through structured follow-up.
- Build positive working relationships with clients through responsiveness and service quality.

D. Retention & Upsell Support

- Support account retention by ensuring timely issue closure, client satisfaction, and ongoing engagement.
- Track customer needs, usage patterns, and feedback to identify opportunities for service improvement and account continuity.
- Identify potential upsell / cross-sell opportunities and share them with the manager / relevant teams.
- Support renewal readiness and client engagement efforts for existing accounts.

E. Operational Support & Reporting

- Maintain support trackers, onboarding records, issue logs, upsell leads, and status updates.
- Support preparation of client reports, query summaries, and internal review updates.
- Ensure documentation of recurring issues, retention risks, and support learnings for process improvement.

SKILLS & ATTRIBUTES

- Strong communication and client handling skills.
- Valuable coordination and follow-up ability.
- High responsiveness and service orientation.
- Ability to manage multiple client issues in a structured manner.
- Attention to detail and documentation discipline.
- Commercial awareness with ability to identify upsell opportunities.
- Ownership mindset and problem-solving approach.

Pay: ₹240,000.00 - ₹300,000.00 per year

Benefits:

- Flexible schedule
- Provident Fund
- Work from home

Work Location: In person

📌 Customer Success Associate (India)
🏢 Lockated Gophygital
📍 India