As a Customer Experience and Support, you will be the primary point of contact for our valued customers, ensuring their success and fostering long-term relationships. You will be responsible for understanding their business goals, proactively guiding them through our product/service, and advocating for their needs within our organization. Your focus will be on driving customer satisfaction, retention, and growth.

Key Responsibilities

- Customer Onboarding & Adoption:

- Lead the onboarding process for new customers, ensuring a smooth and efficient transition.

- Develop and deliver training and resources to maximize product/service adoption.

- Establish key performance indicators (KPIs) with customers to track their success.

- Relationship Management

- Build and maintain strong, long-lasting relationships with assigned customers.

- Serve as a trusted advisor and strategic partner, understanding their business objectives and challenges.

- Conduct regular check-in calls and meetings to review progress and identify opportunities.

- Proactive Engagement & Support:

- Anticipate customer needs and proactively offer solutions and best practices.

- Monitor customer health metrics and identify at-risk accounts.





- Address and resolve customer inquiries and issues in a timely and effective manner, escalating when necessary.

- Value Realization & Growth:

- Help customers realize the full value of our product/service and achieve their desired outcomes.

- Identify opportunities for upselling and cross-selling, collaborating with the sales team.

- Gather customer feedback and advocate for product improvements and new features.

- Internal Collaboration

- Work closely with sales, product, and support teams to ensure a seamless customer experience.

- Share customer insights and feedback to inform product development and strategic decisions.

- Contribute to the development of customer success best practices and resources.

Requirements

- Must have 7 – 14 years of experience in a customer-facing role, preferably in Customer Success in Mobile Robotics, or a related field.

- Proven track record of building solid customer relationships and driving customer satisfaction.

- Excellent communication, interpersonal, and presentation skills.

- Strong problem-solving and analytical abilities.

- Ability to manage multiple priorities and work effectively in a fast-paced environment.

- Qualifications: BE/ BTech/ MBA

📌 Customer Experience and Support (Gurugram)
🏢 MarketScope
📍 Gurugram