Job Summary

Santriya Technologies is seeking an AI-Enabled Customer Relationship Executive to manage customer relationships after onboarding, using AI-enabled knowledge retrieval and case intelligence to provide timely, accurate support, identify risks and improve retention.

Responsibilities

- Own assigned customer relationships, service requests, follow-ups and agreed success actions.
- Use approved AI assistants to retrieve product guidance, summarize case history and draft responses, checking answers against current documentation.
- Identify adoption gaps, service risks, renewal signals and expansion opportunities from CRM and usage information.
- Coordinate incidents, complaints and product issues across support, operations, finance and product teams.
- Document customer commitments, root causes, workarounds and resolutions with transparent evidence.
- Capture voice-of-customer themes and convert repeated issues into product, documentation or process improvement requests.
- Apply privacy, consent and data-minimization requirements when using AI or analytics.
- Escalate regulated, financial, legal, safety or irreversible decisions to authorized specialists.

AI-enabled ways of working





- Use approved GenAI copilots, enterprise search/RAG, analytics and workflow agents to reduce repetitive work and improve decision preparation.
- Keep prompts, outputs and automated actions within approved data-access, confidentiality and retention rules.
- Correct inaccurate summaries, classifications or recommendations before they become customer, operational or system records.
- Feed recurring AI errors, knowledge gaps and process friction into product, documentation and control improvement.

Human accountability AI is a copilot, not the accountable decision-maker. The role holder remains responsible for judgement, quality, privacy, security and appropriate escalation. Credit, fraud blocking, legal/regulatory, financial advice, safety-critical, clinical, employment and other high-impact decisions must follow delegated authority and required human review.

Success Measures

- Retention and customer satisfaction improve
- First-contact accuracy rises
- Escalations are timely and evidence-based
- Repeated issues decline through feedback loops

📌 AI-Enabled Customer Relationship Executive (Chennai)
🏢 Santriya Technologies
📍 Chennai