Customer Relationship Executive

You will be the main point of contact for assigned customers, guiding them through onboarding, answering questions, coordinating issue resolution, and following up regularly. Your goal is to help customers get value from the application and maintain a positive, long-term relationship with our company. This role suits someone who enjoys talking to business owners, explaining software in simple language, and taking ownership of customer concerns.

Responsibilities:

• Welcome new customers, understand their business needs, and guide them through application setup and onboarding.
• Conduct product walkthroughs and training over calls, video meetings, or screen sharing.
• Help customers understand everyday workflows such as preparing quotations and tracking production.
• Respond to customer queries through phone, WhatsApp, email, and other approved support channels.
• Record issues clearly, coordinate with the technical team, and keep customers informed until resolution.
• Follow up proactively with customers who need help getting started or using the application regularly.
• Maintain accurate records of customer interactions, open issues, commitments, and follow-up dates in the CRM or tracking system.
• Coordinate subscription renewal reminders and payment follow-ups with the relevant team.
• Collect customer feedback, identify recurring problems, and share useful suggestions with the product team.
• Handle complaints patiently, set realistic expectations, and protect customer information.

Requirements:

• Clear communication, active listening, and a patient, helpful approach.
• Confidence speaking with business owners and staff with different levels of technical knowledge.
• Strong organization and consistent follow-through on commitments.
• Comfort using web applications, spreadsheets, email, and customer management tools.
• Ability to learn a software product and explain it without technical jargon.
• Practical problem-solving skills and the judgment to escalate issues when needed.
• Relevant customer-facing experience; software support, SaaS, ERP, or B2B experience is an advantage.
• Languages: Must be fluent in English and Hindi.