Customer Success Executive

Job Title: Customer Success Associate

Type: Full Time

Experience - 0-2 years

About Company

ZARTHI is a technology service provider that acts as a catalyst for businesses. We have established relationships with companies and organizations such as Haldirams, Thirdwave Coffee, m-Pocket, UNICEF, and UNDP. Beyond providing technology support, we also specialize in cloud management. Our offerings span over 25 practices, including

Product, UI/UX, Infrastructure, SRE, DevOps, Application, Data, and AI. The technologies we support include Java, React, Flutter, Python, IoT, BigQuery, Data Lake, and more.

About the Job Role:

We are seeking a dedicated and data-driven Customer Success Associate to join our team. In this role, you will focus on

improving the overall customer experience by managing key performance indicators (KPIs) such as

Sentiment Analytics, Engagement Scores, and Request Completion SLAs. You will conduct regular Business Reviews

and Check-ins with customers, aiming to ensure satisfaction, retention, and growth. The ideal candidate will be

proactive in identifying opportunities for improvement and driving positive change in customer relationships.

Key Responsibilities:

Monitor and Analyze KPIs: Track and analyze key performance indicators such as customer sentiment,

engagement scores, and service request completion SLAs. Use data-driven insights to drive customer success

strategies and ensure customer satisfaction.

Customer Health Monitoring: Regularly monitor customer health and provide actionable insights based on

KPIs to prevent churn, identify risks, and capitalize on opportunities for expansion.

Business Reviews & Check-ins: Conduct regular business reviews and check-in meetings with customers to

assess performance, review KPIs, understand customer needs, and align our solutions with their goals.

Proactive Customer Engagement: Drive proactive customer engagement by ensuring timely responses to

requests, managing project timelines, and facilitating necessary product or service updates.

Continuous Improvement: Identify trends from sentiment analytics and engagement data to suggest product

improvements, processes, or personalized customer strategies that drive a positive customer experience.

Cross-Functional Collaboration: Work closely with the Product, Support, and Sales teams to align customer

feedback and performance data with ongoing product development, feature enhancements, and support

processes.

Customer Education & Empowerment: Deliver regular training and resources to customers based on their

needs and product usage data to ensure they are maximizing the value of the product.

Escalation & Issue Resolution: Identify and address customer issues in a timely and effective manner, working

with relevant teams to resolve critical customer concerns and ensuring an optimal experience.

Customer Retention & Growth: Focus on driving customer retention, satisfaction, and growth by fostering

strong relationships, ensuring customers are realizing value, and identifying opportunities for upsell or cross

sell.

Reporting & Documentation: Maintain accurate records of customer interactions, performance metrics, and

follow-ups in the CRM system. Regularly report on KPI trends, account health, and customer feedback to

internal stakeholders.

Required Qualifications:

Experience: 0-2 years of experience in Customer Success, Account Management, or related customer-facing

role, preferably within SaaS or technology industries.

Data-Driven: Strong ability to analyze and interpret customer data, including sentiment analytics, engagement

scores, and service metrics. Experience with data analysis tools or CRM systems.

Customer-Centric: Proven ability to build strong, lasting relationships with customers, understanding them

business needs and helping them realize the full value of the product or service.

Problem Solving: Strong problem-solving and critical thinking skills, with a proactive approach to identifying

potential risks and resolving issues.

Communication Skills: Excellent verbal and written communication skills. Ability to present complex

information in a clear, concise manner to both internal teams and customers.

Organizational Skills: Exceptional time management and organizational skills, with the ability to handle

multiple accounts, priorities, and customer needs simultaneously.

Experience in Business Reviews: Prior experience conducting business reviews and check-ins, providing

actionable insights and making recommendations for improving customer success.

Kindly Shar your CV on - rose.jose@zarthi.com