Job Description About the Role
nAerem'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.
nThis 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.
n
n Key Responsibilities
n1. Portal Ownership & Expert Knowledge
n
- n
- Maintain deep, working knowledge of all seven Partner Portal modules: Financing, SunStore, AeROC, Design Services, Proposal Maker, Marketing Hub, and Knowledge Centren
- Serve as the single internal expert and point of escalation for any partner-facing issue related to the portaln
- Proactively identify friction points, UX gaps, and broken flows — document and flag to the product teamn
- Maintain an updated internal FAQ, demo scripts, and troubleshooting guides for the portaln





n
n2. Demo & Onboarding
n
- n
- Conduct live product demos of the Partner Portal for prospective and newly onboarded EPC partnersn
- Deliver structured onboarding walkthroughs that drive genuine self-serve activation — not just loginn
- Customise demo narratives based on partner profile (residential EPC, C&I; EPC, large vs. small, etc.)n
- Track activation milestones post-demo and follow up until partners are independently using core modulesn

n
n3. Query Handling & SLA Management
n
- n
- Own the query inbox for Partner Portal enquiries — classify, triage, and route all incoming issuesn
- Maintain a live tracker of all open enquiries with owner, status, and SLA deadlinen
- Intervene directly on any enquiry at risk of breaching SLA — escalate to internal teams (Product, Ops, Finance, SunStore) where requiredn
- Maintain first-response SLA of same business day and resolutio

📌 Customer Success Executive (Mumbai)
🏢 Aerem
📍 Mumbai