At TechBrein, the Customer Success Executive (CSE) ensures that customers get the maximum business value from our solutions and services. The CSE is the primary non-technical point of contact for clients — responsible for smooth onboarding, relationship nurturing, ROI tracking, and coordination. In addition, the CSE contributes to sales support and lead generation activities.
Client Relationship & Engagement (Non-Technical):
- Lead customer onboarding, ensuring a smooth handover from Sales/Pre-Sales and helping clients get started with our services.
- Understand customer goals and align TechBrein’s solutions to deliver measurable ROI and value realization.
- Act as the customer’s advocate within TechBrein — proactively communicating updates, timelines, and next steps.
- Conduct periodic check-ins and business reviews to assess satisfaction and adoption.
- Ensure timely renewals and drive long-term client retention.
Customer Retention & Satisfaction:
- Track customer health and flag risks to relevant internal teams.
- Collect and document customer feedback, escalating improvement areas.
- Support customer NPS/CSAT surveys and ensure continuous improvement.
Sales Support & Lead Generation:
- Assist the sales team by following up with warm leads, inbound inquiries, and renewals.
- Coordinate sales meetings, prepare proposals, and maintain accurate CRM records.
- Re-engage past clients or cold leads with structured outreach campaigns.
Coordination & Internal Communication:
- Liaise with technical, delivery, and support teams on client requests — without handling technical issues directly.
- Track progress of service deliverables and keep clients informed.
- Maintain clear records of all client interactions and updates in CRM.
- Technical troubleshooting, architecture, or delivery.
- Direct involvement in DevOps/Engineering workflows.
- Acting as the escalation point for support issues (handled by respective teams).
- Bachelor’s degree in Business, Communications, or related field.
- 0-2 years’ experience in customer-facing roles (customer success, account management, or sales support).
- Strong communication and relationship-building skills.
- Organized, proactive, and detail-oriented.
- Familiarity with CRM platforms (e.g., Zoho), Google Workspace, and collaboration tools.
