Customer Success & Support Executive

Company

Description:

Industry Prime 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 Whats App-based workflows to a simple, transparent, and automated system that improves control, reduces costs, and saves time.

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

Why This Role Exists:

Most of our clients use only a small part of what Industry Prime 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 Industry Prime more effectively.

The goal of this role is simple: make sure every client gets the maximum value from Industry Prime.
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 Industry Prime, 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 Industry Prime (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/Whats App/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…