Customer Success Executive

The Customer Success Executive will be responsible for onboarding new customers, providing product guidance, resolving customer issues, ensuring customer satisfaction, and increasing customer retention. You will serve as the primary point of contact after a customer signs up, ensuring they maximize the value of Tech To Networks' communication solutions.

• Customer Onboarding
  • Guide new customers through the onboarding process.
  • Assist customers with account activation.
  • Help configure SMS, Whats App Business API, RCS, and related services.
  • Explain platform features and best practices.
  • Ensure customers successfully send their first campaign.
• Customer Relationship Management
  • Build long-term relationships with customers.
  • Conduct regular follow-ups.
  • Understand customer business goals.
  • Ensure customers receive maximum value from Tech To services.
  • Act as the customer's trusted advisor.
• Product Support
  • Resolve customer queries through:
    Phone, Email, Whats App, Live Chat
  • Troubleshoot platform-related issues.
  • Coordinate with technical teams for complex problems.
  • Escalate issues appropriately.
• Customer Training
  • Conduct one-on-one product demonstrations.
  • Organize webinars and training sessions.
  • Create easy-to-understand documentation.
• Educate customers on:
  • Bulk SMS
  • Whats App Business API
  • Google RCS
  • DLT Compliance
  • Messaging Best Practices
  • Account Management
• Monitor customer usage.
  • Identify inactive customers.
  • Encourage product adoption.
  • Recommend relevant products and upgrades.
  • Increase customer retention.
• Customer Feedback
  • Collect customer feedback.
  • Report product improvement suggestions.
  • Work closely with Product and Engineering teams.
  • Help improve customer experience.
• Issue Resolution
  • Track support tickets.
  • Ensure SLA compliance.
  • Maintain high first-response time.
  • Ensure timely issue resolution.
• Documentation
  • Maintain CRM records.
  • Update customer interactions.
  • Record onboarding progress.
  • Prepare weekly customer success reports.

Bachelor's degree in Business Administration, Marketing, Computer Science, IT, or related field.

1–3 years of experience in Customer Success, Customer Support, Technical Support, or Account Management.

Freshers with excellent communication skills and a strong learning attitude may also apply.

Excellent verbal and written English.

Ability to explain technical concepts simply.

Problem-solving ability.

Patience and empathy.

Basic understanding of:

SaaS products

Cloud software

APIs

Bulk SMS platforms

Whats App Business API (preferred)

CRM software

Excel and Google Sheets

Time management.

Multitasking.

Experience with any of the following is an advantage:

CRM platforms (Hub Spot, Zoho CRM, Freshdesk, Salesforce)

Helpdesk software

Ticketing systems

Whats App Business Platform

SMS Gateway

DLT Registration

API integrations

Communication platforms

Customer onboarding processes

Customer Satisfaction (CSAT)

Net Promoter Score (NPS)

Customer Retention Rate

First Response Time

Customer Onboarding Completion Rate

Product Adoption Rate

Upsell and Cross-sell Success

Ticket Resolution SLA Compliance

Customer Health Score

Excellent communication and interpersonal skills.

Positive attitude and customer-centric mindset.

Strong analytical and troubleshooting abilities.

Ability to work independently in a remote environment.

Quick learner with adaptability to new technologies.

Ability to manage multiple customer accounts simultaneously.

Tech To Networks is a leading cloud communication platform helping businesses engage customers through Bulk SMS, Whats App Business API, Google RCS Messaging, SMPP Solutions, and Communication APIs. We empower businesses of all sizes with reliable, scalable, and secure messaging solutions that improve customer communication and business growth.

As we continue to expand, we are looking for a Customer Success Executive who is passionate about helping customers achieve success using our products and services.