Customer Success Executive (SAAS) Pune

Job Description
Job Title: Customer Success Executive
Location: Pune
Number of Vacancies: 1
About the Team
Our team is comprised of passionate individuals who are dedicated to pioneering access and transforming lives. We foster a
collaborative and inclusive environment where everyone's contributions are valued and encouraged. As a member of our team, you
will have the opportunity to work alongside talented professionals who are committed to driving innovation and making a positive
impact.
Job description (About the Role)
As a Customer Success Executive, you will be the primary point of contact for our SaaS customers, ensuring a seamless experience
from onboarding to ongoing support. You will help customers maximize the value of our products by facilitating onboarding, delivering
training, resolving issues promptly, and managing escalations. The ideal candidate is customer-focused, detail-oriented, and
passionate about driving customer satisfaction and success.
Key Deliverables (What Will You Do)
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Customer Onboarding:
Guide new customers through the onboarding process, ensuring they are set up for success with our SaaS products.
Training & Education:
Provide product training sessions and resources to help customers understand and effectively use our solutions. Tailor
training to customer needs and ensure they are confident in utilizing the platform.
Issue Resolution:
Act as the first point of contact for customer issues, providing timely and effective solutions. Escalate complex problems to
the Customer Success Lead or technical teams when necessary.
Escalation Management:
Handle customer escalations with empathy and urgency, coordinating with internal teams to resolve issues and ensure
customer satisfaction.
Customer Engagement:
Maintain regular communication with customers to understand their challenges, gather feedback, and ensure they are
achieving their desired outcomes with our product.
Documentation & Reporting:
Document customer interactions, common issues, and resolutions in the CRM or ticketing system. Provide feedback to the
Customer Success Lead to improve processes and product offerings.
Collaboration:
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Work closely with the Customer Success Lead, Product, and Engineering teams to communicate customer needs, pain
points, and opportunities for product improvements.
Job Specification (What Will You Need)
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Education:
Bachelor’s degree in Business, IT, or a related field.
Experience:
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2+ years in a customer success, support, or account management role, preferably within a SaaS
organization.
Experience in logistics, supply chain, or related industries is a plus.
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Job Description
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Skills & Competencies:
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Excellent verbal and written communication skills.
Strong problem-solving and issue-resolution abilities.
Ability to deliver effective training and onboarding sessions.
Empathetic, customer-centric mindset with a focus on satisfaction and success.
Proficiency with CRM systems (e.g., Salesforce, HubSpot) and support tools
Ability to manage escalations calmly and effectively.
Detail-oriented and organized with strong follow-up skills.
About ElasticRun
Elasticrun is sparking a quiet revolution, reshaping consumption as well as distribution, and is dedicated to transforming lives. We
break down barriers that have separated communities from modern ecommerce, extending the reach of goods to once inaccessible
territories. Leveraging technology, Elasticrun connects the dots in a complex supply chain, streamlining processes and thereby making
goods more accessible and affordable.
Beyond the numbers and accolades, our true strength lies in our people. We champion a people-first culture with gender-neutral and
inclusive. Discover opportunities to be part of our dynamic team at (portal).
We’d Love to Get to Know You
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