Job Title : Customer Success & Support
Department : Customer Success
Location : Kolkata
Job Summary
We are looking for an Customer Success Executive who will be responsible for smooth implementation & onboarding of SuperProcure software in recent accounts. The person will also be responsible for existing customer retention and success by monitoring client health and extending support to drive adoption.
Key Responsibility Areas
- New Customers : KPI win rate from pilot to confirmation.
- Handling user training and onboarding online over phone calls and emails.
- Existing Customers : KPI Logo and Revenue retention.
- Conduct stakeholder meetings, business reviews, training sessions, and adoption workshops to maximize customer engagements.
- Monitor customer health, product adoption, and business outcomes; develop action plans to improve customer success.
- Partner with the Enterprise Sales team to support account growth, renewals, and expansion opportunities.
- Build strong relationships with business and executive stakeholders,
acting as a trusted advisor throughout the customer journey.
- Gather customer feedback and collaborate with Product, Engineering, and Support teams to enhance the customer experience.
- Support enterprise deal closures by defining project scope, preparing Statements of Work (SOWs), identifying implementation risks early, and providing effort estimates for pricing discussions.
- Ensure timely resolution of customer concerns by coordinating with internal cross-functional teams.
- Identify opportunities where AI, automation, and workflow digitization can improve customer operations.
- Guide customers on leveraging platform automation features to reduce manual effort and improve efficiency.
- Recommend process automation opportunities based on customer business requirements.
Requirements
- Engineer / Masters Degree in relevant fields.
- 1 -3 years of experience in customer onboarding, support role or relevant fields.
- Must possess excellent verba