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) where required
Maintain first-response SLA of same business day and resolution SLA of 48 hours for standard queries
Handle Tier 1 queries independently; escalate Tier 2/3 with full context and a proposed resolution path

4. Cross-functional Coordination
Work closely with the Product team to relay partner feedback and bugs with structured documentation
Coordinate with the Finance, SunStore, and AeROC teams to resolve interdependency issues that affect portal experience
Participate in partner pilot cohort management — gather structured feedback from pilot EPCs and compile it for product review
Brief internal stakeholders on repeat issues, resolution patterns, and partner sentiment on a weekly cadence

5. Reporting & Continuous Improvement
Maintain weekly dashboard: queries raised, resolved, pending, SLA breaches, and CSAT scores
Identify and surface recurring issues that point to product gaps or process failures
Contribute to SOP documentation and keep all portal-related runbooks current
Provide monthly health report on Partner Portal adoption,



activation quality, and partner engagement

What We're Looking For
Must-Have
0–3 years of experience in customer success, product support, or partner management — preferably in fintech, SaaS, or B2B platforms
Demonstrably solid verbal and written communication — you will represent Aerem in every partner interaction
High ownership mentality: you don't wait for someone to assign a problem; you find it and fix it
Strong organisational skills — ability to manage multiple open queries, deadlines, and stakeholders simultaneously
Comfortable working with CRM and support tools (e.g. LeadSquared, Freshdesk, or equivalent)
Ability to learn a technical product quickly and explain it simply
Joining- Immediate

Good to Have
Prior exposure to solar, EPC, or clean energy ecosystem
Experience conducting live product demos or training sessions
Familiarity with product analytics tools (Mixpanel, etc.) to understand engagement data
Hindi and English fluency; Marathi or regional language proficiency is a bonus given the EPC base

Why This Role
The 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 clear path to grow into a senior CSM or product operations role.

📌 Customer Success Executive (Mumbai)
🏢 Aerem
📍 Mumbai