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 prospects 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 (India)
🏢 Santriya Technologies
📍 India