Customer Success Executive - Partner Portal
Aerem - aerem.co
Location: Mumbai (Ghatkopar)
Department: Product & OpsType
Reports to: Product / Operations Lead
About the Role
Aerem's Partner Portal is the single interface through which 5,500+ EPC partners access financing, procurement, monitoring, and business tools. The Customer Success Executive (CSE) is the sole owner of this platform's end-to-end partner experience - from first demo to active daily usage.
This is not a support ticket role. The CSE is expected to be the internal expert, the partner's advocate, and the quality control layer that ensures every enquiry raised on the portal reaches resolution within SLA.
Key Responsibilities:
1. Portal Ownership & Expert Knowledge
- Maintain deep, working knowledge of all seven Partner Portal modules: Financing, SunStore, AeROC, Design Services, Proposal Maker, Marketing Hub, and Knowledge Centre
- Serve as the single internal expert and point of escalation for any partner-facing issue related to the portal
- Proactively identify friction points, UX gaps,
and broken flows document and flag to the product team
- Maintain an updated internal FAQ, demo scripts, and troubleshooting guides for the portal
2. Demo & Onboarding
- Conduct live product demos of the Partner Portal for prospective and newly onboarded EPC partners
- Deliver structured onboarding walkthroughs that drive genuine self-serve activation not just login
- Customise demo narratives based on partner profile (residential EPC, C&I; EPC, large vs. small, etc.)
- Track activation milestones post-demo and follow up until partners are independently using core modules
3. Query Handling & SLA Management
- Own the query inbox for Partner Portal enquiries classify, triage, and route all incoming issues
- Maintain a live tracker of all open enquiries with owner, status, and SLA deadline
- Intervene directly on any enquiry at risk of breaching SLA escalate to internal teams (Product, Ops, Finance, SunStore) wher
📌 Customer Success Executive (Mumbai)
🏢 Aerem
📍 Mumbai