About SolarSquare:
At SolarSquare we are building the Home-Energy brand of future India. We help homes switch to rooftop solar and move away from traditional coal electricity. We are a full-stack D2C residential solar brand - designing, installing, maintaining (after-sales) and financing solar systems for home-owners across India.
In 3 years we have scaled to become the leading residential solar brand in India. We are obsessed with quality, customer service and innovating to make it simple for homes to switch to solar. We are looking for leaders to join us in this mission.
Know us a bit better through these links:
Elevation - Podcast with SolarSquare Founders
Startup by IIT Grads Helps Indian Homes Run on Zero Electricity, Earns Rs 200 Crore in Revenues
The Climate Conversations ft Solar Square
Elevation Capital - SolarSquare
Job RoleCustomer Success Executive
FunctionCustomer Relationship Management and Service
Base LocationPune – Maharashtra (Work From Office)
Eligibility Criteria
EducationMin: Graduate (MBA degree holders preferred)
Relevant Professional Experience
Min: 2 yearsMax: 4 years
Scope Of Work / Responsibilities
- Managing Customer Success Activities such as onboarding, training, services, customer success management, support, account management, up-sells, and advocacy. Driving training and SOP adherence.
- Leading the overall journey for Customer Success: Mapping the customer journey and developing interventions for each step, driving engagement with customer marketing, analyzing data and customer feedback, and continuously improving the customer experience.
- Building and Leading a World Class Customer Success team: Recruiting, training, mentoring, and managing high-potential individuals including Customer Success Reps, Operations, and Support.
- Work closely and share constructive feedback regularly with customer stakeholders (Sales, Operations, and Marketing) to establish a stronger customer relationship and experience.
- Aligning with Customer Delight Managers for driving service roadmap based on customer feedback and usage data, managing and resolving escalations.
- Driving Customer Success Outcomes: Increasing renewals, reducing churn, identifying up-sell opportunities, influencing increased life-time-value through higher product adoption and customer health scores, and driving growth through increased advocacy and customer reference ability, for SMB customers.
- Measuring the effectiveness of the Customer Success team with key goals, operational metrics, and outcomes for the team.
- Aligning with Sales for driving retention and up-sells by improving engagement and retention.
- Ensure all customer requests and/or problems are assisted, researched, and resolved in a prompt and professional manner via email or phone call.
- Carry out supervisory responsibilities in accordance with company policies and procedures
