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:
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
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
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