The purpose of this role is to proactively work on increasing participation and improving customer engagement on the platform

Experience : 1-4 Years

Education : Graduate

Job Type: Full-time

Location: Pune

Key Purpose of the Role:

The candidate will be responsible for a thorough Business Analysis of onboarded participants, training, supporting live transactions, and running several processes linked to the platform operations. The candidate will work towards increasing participation, improving customer engagement, and resolving issues raised by participants on the platform.

Key Tasks:

Customer Onboarding

• Study and document the existing business processes of the participants

• Create a customer profile based on participants' data

• Engage with customers on a regular basis for training them on platform features

Ongoing Customer Success Activities

• Regularly engage with the participants to ensure high platform usage

• Support platform participants for all types of transactions on the platform

• Support the Operations team to ensure up-to-date information on the platform for all transactions

• Report issues faced by participants on the platform

• Support testing of the platform features for new releases

• Escalate and Manage exceptions and timelines

• Assist in Logistics Operations – unloading of material and updating data on the platform

• Prepare and manage reports and MIS as required by Control Tower Head

Responsibilities

• Provide quality customer service that is best in class

• Schedule and facilitate online and offline meetings with customers for self and other team members

• Record & manage all customer interaction data in Monday CRM

• Manage and monitor SLAs for Training & Reviews

• Manage and monitor SLAs for Platform Features and Fixes deliveries

• Present weekly updates and status of Customer Success Activities performed to Corporate Management

Opportunity:

The Customer Success Executive will work closely with customers to increase their participation on the platform, He/she will help strategize and improve customer engagement by providing training and supporting live transactions on the platform.

Supervision & Collaboration:

The position will report to the Operations head of the Platform Operations