Customer Success & Support Executive

Company Description:

IndustryPrime is a SaaS platform built for manufacturing companies to manage their procurement and inventory in one place.

We help factories move away from Excel, Registers, and WhatsApp-based workflows to a simple, transparent, and automated system that improves control, reduces costs, and saves time.

Today, 70+ companies across India trust IndustryPrime to run their plant operations smoothly.

Why This Role Exists:

Most of our clients use only a small part of what IndustryPrime can do, and many don't use it the right way.

Explaining things over a phone call rarely leads to real change.

The biggest impact comes from visiting clients in person: understanding how they work, showing them what they're missing, and helping them use IndustryPrime more effectively.

The goal of this role is simple: make sure every client gets the maximum value from IndustryPrime.

You'll work closely with client teams, meet their management, identify gaps in adoption, and help them fix those gaps.

Role Overview:

This is a high-ownership, client-facing, travel-heavy role where you will be responsible for:

Proactively visiting clients to review their actual usage against the full capability of the platform, and closing that gap

Onboarding new companies onto IndustryPrime, end to end

Handling day-to-day client support, since deep adoption work requires deep product knowledge anyway

Building the kind of relationship with client management and teams that turns into renewals and referrals

You will act as a consultant, trainer, and relationship owner for our clients, not simply someone who closes tickets.

(Open to freshers and experienced candidates alike; what matters more here is energy and ownership than years on a resume)

Key Responsibilities:

Adoption & Client Experience Enhancement (Core Focus)

Travel to client sites, including outstation manufacturing plants, proactively and on short notice

Review each client's actual usage of the platform and identify features they aren't using, or are using incorrectly

Sit with the client's team and management to demonstrate the value of full adoption in terms they care about (time saved, control gained, cost avoided)

Pitch and push under-used features directly to decision-makers, not just end-users

Client Onboarding (New Companies)

Understand the client's current purchase & inventory workflow

Set up their system on IndustryPrime (items, users, permissions, etc.)

Conduct onboarding sessions and product training, in person where needed

Ensure a smooth transition from manual systems (Excel / Registers) to the software

Take ownership until the client is fully live, comfortable, and actually using the product well

Customer Support (Existing Clients)

Handle client queries via call/WhatsApp/email

Resolve day-to-day operational issues on the platform

Guide users on best practices within the software

Ensure timely follow-ups and issue closure

Internal Coordination

Work closely with the product/tech team to report bugs or improvements

Share real client feedback, especially patterns in what clients don't adopt and why, to improve the product

Help refine onboarding, training, and adoption-tracking processes

What We're Looking For:

Attitude & Energy

Someone who takes it personally when a client is not using the software properly, and acts with urgency rather than waiting for it to become a bigger problem

High energy, and genuinely comfortable with outstation travel (sometimes on short notice)

An "adjusting," no-excuses attitude toward travel and changing plans. Delayed trains, last-minute reschedules, and remote locations should not upset you

Skills

A naturally assertive person who can push a client toward what's good for them, respectfully but firmly, rather than just agreeing with whatever they say

Strong communication skills (Hindi + English required), and specifically the confidence to present to factory owners and senior management, not just operators

Ability to explain in a simple, practical way

You actively use AI tools (beyond just chatbots) to work smarter (we will be keen on seeing it during interview)

Ways of Working

Quick learner, able to understand the product deeply enough to spot what a client should be using and isn't

Being the one who follows up before the client even realizes there's a gap

What You'll Learn

Deep understanding of how manufacturing businesses operate

Real-world purchase & inventory workflows

How to drive product adoption and manage client relationships at the management level

SaaS implementation & client management

Problem-solving skills

Why Join IndustryPrime:

Salary: 15,000 20,000 (depending on experience) (flexible with salary if you have good experience) (Travel days are compensated separately)

Work directly with founders and the core team

High ownership from Day 1

Real impact: you will directly improve how factories operate

Fast learning curve in both business & SaaS

Frequent travel across India, including to plant locations most people never get to see

If you're someone who's energized by getting in front of a client rather than staying on the phone and who sees a client relationship as something to actively grow rather than just maintain, we want to meet you.

Location: Kolkata (Bidhannagar), Work from Office (with frequent client-site travel across India)

Applications will be considered ONLY if the Google Form is filled

(The deadline to apply is Saturday, 11th July , 11:45 PM. Applications after this deadline will not be considered.)

Google Form Link - https://forms.gle/vYL3AxcRAv32Faq1A