About the RoleAerem'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 Responsibilities1. Portal Ownership & Expert KnowledgeMaintain deep, working knowledge of all seven Partner Portal modules: Financing, SunStore, AeROC, Design Services, Proposal Maker, Marketing Hub, and Knowledge CentreServe as the single internal expert and point of escalation for any partner-facing issue related to the portalProactively identify friction points, UX gaps, and broken flows — document and flag to the product teamMaintain an updated internal FAQ, demo scripts, and troubleshooting guides for the portal2. Demo & OnboardingConduct live product demos of the Partner Portal for prospective and newly onboarded EPC partnersDeliver structured onboarding walkthroughs that drive genuine self-serve activation — not just loginCustomise 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 modules3. Query Handling & SLA ManagementOwn the query inbox for Partner Portal enquiries — classify, triage,



and route all incoming issuesMaintain a live tracker of all open enquiries with owner, status, and SLA deadlineIntervene directly on any enquiry at risk of breaching SLA — escalate to internal teams (Product, Ops, Finance, SunStore) where requiredMaintain first-response SLA of same business day and resolution SLA of 48 hours for standard queriesHandle Tier 1 queries independently; escalate Tier 2/3 with full context and a proposed resolution path4. Cross-functional CoordinationWork closely with the Product team to relay partner feedback and bugs with structured documentationCoordinate with the Finance, SunStore, and AeROC teams to resolve interdependency issues that affect portal experienceParticipate in partner pilot cohort management — gather structured feedback from pilot EPCs and compile it for product reviewBrief internal stakeholders on repeat issues, resolution patterns, and partner sentiment on a weekly cadence5. Reporting & Continuous ImprovementMaintain weekly dashboard: queries raised, resolved, pending, SLA breaches, and CSAT scoresIdentify and surface recurring issues that point to product gaps or process failuresContribute to SOP documentation and keep all portal-related runbooks currentProvide monthly health report on Partner Portal adoption,



activation quality, and partner engagementWhat We're Looking ForMust-Have0–3 years of experience in customer success, product support, or partner management — preferably in fintech, SaaS, or B2B platformsDemonstrably strong verbal and written communication — you will represent Aerem in every partner interactionHigh ownership mentality: you don't wait for someone to assign a problem; you find it and fix itStrong organisational skills — ability to manage multiple open queries, deadlines, and stakeholders simultaneouslyComfortable working with CRM and support tools (e.G. LeadSquared, Freshdesk, or equivalent)Ability to learn a technical product quickly and explain it simplyJoining- ImmediateGood to HavePrior exposure to solar, EPC, or clean energy ecosystemExperience conducting live product demos or training sessionsFamiliarity with product analytics tools (Mixpanel, etc.) to understand engagement dataHindi and English fluency; Marathi or regional language proficiency is a bonus given the EPC baseWhy This RoleThe Partner Portal is Aerem's primary interface with 5,500+ EPC partners the channel that drives financing, procurement, and monitoring across 1.5GW+ of solar capacity. The person in this role will have direct, visible impact on how those partners experience Aerem every single day.You will work at the intersection of product, operations, and partner success with high visibility to senior leadership and a explicit path to grow into a senior CSM or product operations role.

📌 Customer Success Executive (Maharashtra)
🏢 Aerem
📍 Maharashtra