Customer Success Executive – US IT Services

Company: Ace Web Solutions
Location: CXO Suites, IT Park, Panchkula
Job Type: Full time | Work From Office
Salary: ₹25,000 – ₹40,000 per month + Performance-Based Incentives
Experience: 2–5 Years
Process: US IT Services / US Client Operations

About the Role

Ace Web Solutions is looking for an experienced Customer Success Executive to manage and strengthen relationships with our existing US customers.

The ideal candidate will be responsible for ensuring customers receive a smooth and positive experience throughout their engagement with Ace Web Solutions. This includes customer onboarding, regular follow-ups, issue coordination, satisfaction management, retention, renewals, and identifying opportunities for additional services.

This is a US-facing role, so excellent spoken and written English, professional communication, and the ability to confidently communicate with American customers and business clients are essential.

Key Responsibilities




- Manage relationships with existing US customers and act as a primary point of contact.
- Welcome and onboard new customers after the sales process is completed.
- Understand customer requirements, expectations, and service needs.
- Conduct regular customer follow-ups to ensure satisfaction and service quality.
- Coordinate with Service Coordinators, L1/L2/L3 technicians, Sales, Dispatch, and Operations to ensure customer issues are handled effectively.
- Monitor open service issues and follow up internally until resolution.
- Keep customers informed about service progress, appointments, and resolutions.
- Handle customer concerns, complaints, and escalations professionally.
- Identify customers who may be at risk of dissatisfaction or cancellation and take corrective action.
- Maintain strong long-term relationships with customers.
- Monitor customer usage, service requirements, and account health.
- Identify upselling and cross-selling opportunities and coordinate with the Sale

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