- Santriya Technologies is seeking an AI-Enabled Customer Relationship Executive to manage customer relationships after onboarding, using AI-enabled knowledge retrieval and case intelligence to provide timely, accurate support, identify risks and improve retention.

- Product & documentation operating model: You will be assigned one or more company products, client solutions or operational services.

- The approved product documentation, SOPs, policies, process maps, knowledge articles, release notes, controls, scripts and AI runbooks are the source of truth.

- Use only approved enterprise AI tools to retrieve, summarize, draft, classify, prioritize or automate work.

- Validate material AI outputs against current documentation and authoritative system data, record exceptions, and escalate conflicts or missing guidance.

- Do not invent product features, prices, customer entitlements, engineering limits, regulatory positions or safety instructions.

Key Responsibilities:

- Own assigned customer relationships, service requests, follow-ups and agreed success actions.

- Use approved AI assistants to retrieve product guidance, summarize case history and draft responses, checking answers against current documentation.

- Identify adoption gaps, service risks, renewal signals and expansion opportunities from CRM and usage information.

- Coordinate incidents, complaints and product issues across support, operations, finance and product teams.

- Document customer commitments, root causes,



workarounds and resolutions with explicit evidence.

- Capture voice-of-customer themes and convert repeated issues into product, documentation or process improvement requests.

- Apply privacy, consent and data-minimization requirements when using AI or analytics.

- Escalate regulated, financial, legal, safety or irreversible decisions to authorized specialists.

- AI-enabled ways of working:

- Use approved GenAI copilots, enterprise search/RAG, analytics and workflow agents to reduce repetitive work and improve decision preparation.

- Keep prompts, outputs and automated actions within approved data-access, confidentiality and retention rules.

- Correct inaccurate summaries, classifications or recommendations before they become customer, operational or system records.

- Feed recurring AI errors, knowledge gaps and process friction into product, documentation and control improvement.

- Human accountability: AI is a copilot, not the accountable decision-maker.

- The role holder remains responsible for judgement, quality, privacy, security and appropriate escalation.

- Credit, fraud blocking, legal/regulatory, financial advice, safety-critical, clinical, employment and other high-impact decisions must follow delegated authority and required human review.

- Success Measures:
- Retention and customer satisfaction improve

- First-contact accuracy rises

- Escalations are timely and evidence-based

- Repeated issues decline through feedback loops.

📌 AI-Enabled Customer Relationship Executive (Chennai)
🏢 Santriya Technologies
📍 Chennai