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Customer SuccessA factory automation company (Funded Startup) • Republic Of India, IN
Customer Success
A factory automation company (Funded Startup) • Republic Of India, IN
4 hours ago
Job descriptionBuild strong relationships with plant teams, business heads, and decision-makers. Conduct regular review meetings to assess usage, adoption level, and client satisfaction. Act as the escalation point for customer queries and concerns. Monitor Df-OS usage across modules via dashboards. Identify gaps in adoption and suggest necessary interventions. Track active users, module utilization, and workflow adherence. Log, track, and close customer-reported issues in coordination with the technical team. Ensure timely communication with clients regarding updates and resolutions. Validate reported issues by checking device connectivity, user errors, and configuration mismatches. Track license renewal timelines and proactively engage clients for timely renewals. Share renewal summaries, agreements, and commercials with clients. Work with internal teams to ensure smooth invoicing and payment follow-ups. Contribute to reducing churn and improving customer lifetime value. Maintain accurate records of customer interactions, issues, and feedback. Prepare monthly usage and performance reports for clients. Update internal CRM and project tracking tools regularly. Strong communication and interpersonal skills. Problem-solving ability with a customer-first mindset. Understanding of manufacturing processes (preferred). Ability to conduct training, presentations, and stakeholder communication. Knowledge of digital transformation tools or SaaS platforms (added advantage). Basic data interpretation skills to read dashboards and reports.
Responsibilities : Key Responsibilities
1. Customer Onboarding & Implementation
- Coordinate end-to-end onboarding of new clients onto Df-OS.
- Conduct training sessions for users at all levels (operator to management).
- Track onboarding progress and ensure timely go-live.
2. Customer Engagement & Relationship Management
3. Product Usage Monitoring
4. Issue Resolution & Coordination
5. Renewal & Retention Management
6. Reporting & Documentation
Key Skills & Competencies
Qualifications :
Bachelor’s degree (Engineering / Science preferred).
1–3 years of experience in customer success, project coordination, implementation, or client-facing roles.
Experience with manufacturing clients or SaaS products is a plus.
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Customer • Republic Of India, IN
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