Experience
1–3 Years
Employment Type
Full-time
About Instio
Instio develops HotelOps, a comprehensive hotel operations platform that helps hotels streamline housekeeping, maintenance, guest engagement, inspections, and operational workflows.
Our mission is to simplify hotel operations through technology while ensuring every customer receives exceptional support and guidance throughout their journey.
Role Overview
We are looking for an enthusiastic and customer-focused Customer Success Executive who will be responsible for onboarding customers, conducting product training, ensuring successful adoption, and providing continuous support throughout the customer lifecycle.
You will become the primary point of contact for hotel teams, helping them understand and effectively use HotelOps. Your success will be measured by customer satisfaction, product adoption, and long-term customer relationships.
This role requires someone who enjoys interacting with people, explaining concepts clearly, solving problems, and taking ownership of customer success.
Key Responsibilities
- Customer Onboarding
- Conduct onboarding sessions for newly onboarded hotels.
- Configure customers in coordination with internal teams.
- Ensure customers understand the implementation process.
- Guide customers through the initial setup.
Product Training
- Conduct online and onsite product demonstrations.
- Train hotel managers and operational staff on HotelOps.
- Prepare and deliver engaging training sessions.
- Assess customer understanding and provide refresher training when required.
Customer Success & Relationship Management
- Build strong relationships with customers.
- Act as the primary point of contact after implementation.
- Conduct regular follow-ups to ensure successful product adoption.
- Identify customers who require additional assistance.
- Encourage best practices for using the platform.
Customer Support
- Understand customer issues and provide timely resolutions.
- Coordinate with the technical team whenever product changes or bug fixes are required.
- Track issues until closure.
- Ensure customers receive prompt updates.
Product Adoption
- Monitor customer usage.
- Identify customers with low engagement.
- Recommend features that improve operational efficiency.
- Help customers maximize the value of the product.
Documentation
- Maintain customer onboarding records.
- Update training documentation.
- Create FAQs and knowledge base articles when necessary.
- Document customer feedback and enhancement requests.
Required Skills
- Communication
- Excellent spoken and written English.
- Good communication skills in Hindi.
- Ability to communicate confidently with hotel managers and staff.
- Strong presentation and public speaking skills.
Customer Skills
- Excellent interpersonal skills.
- Patience while training users.
- Positive attitude.
- Empathy towards customers.
- Ability to build trust quickly.
Problem Solving
- Strong analytical thinking.
- Ability to identify root causes.
- Good troubleshooting ability.
- Takes ownership until issues are resolved.
Technical Skills
- Comfortable learning new software products.
- Basic understanding of mobile applications and web applications.
- Familiarity with Microsoft Office and Google Workspace.
- Ability to quickly understand product workflows.
Preferred Qualifications
- Bachelor's degree in any discipline.
- Computer Knowledge
- Experience in SaaS, Hospitality, Software Support, Customer Success, or Hotel Operations is preferred.
- Experience in conducting software training is an added advantage.
- Hospitality industry exposure will be highly preferred.
What We're Looking For
The ideal candidate should be someone who:
- Loves interacting with customers.
- Enjoys teaching and explaining software.
- Is patient and approachable.
- Can handle multiple customers simultaneously.
- Thinks proactively instead of waiting for customers to complain.
- Is willing to travel occasionally for customer onboarding and training.
- Takes ownership of customer satisfaction.
Why Join Instio?
- Opportunity to work with leading hotels across India.
- Be part of a growing SaaS company.
- Direct exposure to customers and product innovation.
- Continuous learning and career growth.
- Collaborative and supportive work environment.
Pay: ₹10,000.00 - ₹20,000.00 per month
Work Location: In person
