Sr. Executive - Product Support

We are looking for an experienced and customer-focused Sr. Executive - Product Support to join our company. You will play a pivotal role in ensuring an exceptional client experience by working closely with Sales and Key Account Management teams. You will oversee the onboarding, training, and support of clients.

Key Responsibilities:

Product Implementation:

Coordinate with the tech team to ensure seamless implementation of the product as per the client's requirements.

Client Onboarding:

Collaborate with the Sales and Key Account Management teams to ensure a seamless onboarding experience for new clients.
Set up product configurations as per client requirements to ensure they derive maximum value from our solutions.

Training and Knowledge Transfer:

Conduct comprehensive training sessions for newly onboarded clients, ensuring they are well-equipped to use the platform effectively.
Develop and update user guides, training modules, and FAQs to support client self-service and ease of use.

Client Support and Issue Resolution:

Serve as the primary point of contact for clients, managing day-to-day inquiries and troubleshooting product-related issues.
Ensure timely and accurate resolutions, coordinating with internal teams to address complex issues as needed.
Proactively share product updates and provide insights to clients to improve their platform experience.

Relationship Management:

Establish strong relationships with clients to foster trust and long-term engagement.
Regularly communicate with clients to share updates on their queries, feature enhancements, and other key developments.

Customer Experience and Satisfaction:

Advocate for a customer-first approach, continually assessing and improving client satisfaction through feedback and follow-up.
Maintain high service standards and ensure quick turnaround times for client issues to ensure an excellent customer experience.

Reporting and Feedback:

Track, analyze, and report key support metrics, identifying areas for improvement in the support process.
Collect client feedback to share with the product development team, contributing insights for product enhancements.

Work Location: Nehru Place, New Delhi (Work from Office)

Work Days: 5, Monday to Friday

Key Requirements:

Bachelors degree in Business, IT, or a related field.
3+ years of experience in a product implementation & support or customer success role, preferably in SaaS or IT product environment.
Strong understanding of marketing automation and CRM platforms.
Excellent problem-solving and communication skills, with the ability to convey technical concepts to non-technical users.
Customer-centric mindset with proven ability to manage client relationships effectively.
Experience with CRM and support ticketing systems is preferred.

Perks and Benefits
Lucrative Incentives
Medical Insurance
Quarterly Rewards & Recognition
Team Parties & Outings