Job Description:
Junior Executive: Customer Success to lead the support operations for top AppExchange product. The role involves managing a global support team, driving customer satisfaction, and improving service delivery. The ideal candidate will have deep Salesforce expertise, especially in AppExchange products, and a proven track record of leading customer support teams.
Key Responsibilities:
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Lead Global Support Team: Manage all timezones (APAC/EMEA) support team for 360 SMS App and our other Appexchange product.
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Customer Satisfaction: Drive high CSAT, manage escalations, and improve service quality.
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Product Support: Work with product and engineering teams to resolve customer issues and track bugs.
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Performance Management: Set team targets, conduct coaching, and ensure continuous team development.
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Process Improvement: Optimize support workflows for efficiency and better customer outcomes.
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Stakeholder Communication: Liaise between support, sales, product, and leadership teams.
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Customer Feedback Loop: Capture insights from customers and collaborate on product enhancements.
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Oversee Onboarding: Manage customer onboarding and implementation in Salesforce environments.
- Any specific ask/skill/certificate:
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Strong experience with Salesforce and AppExchange product support.
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3+ years in customer support,
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Expertise in Salesforce Service Cloud, case management, and integrations.
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Excellent leadership and communication skills.
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Salesforce Administrator or App Builder certification preferred.
- Shift Time: Indian
- Location: Noida
