Location: Chennai, Hyderabad, Pune and Remote
Experience: 8+ Years
Job Description:
Primary Skillset:
- Design background
- Any Tool knowledge in Construction Industry - Ex: Revit
Roles and Responsibilities:
1. Customer Relationship Management
- Serve as the primary technical point of contact.
- Build and maintain strong, long-term relationships by understanding customers' business needs and technical environments.
- Act as a trusted advisor, ensuring customers achieve maximum value from the product.
2. Technical Support & Guidance
- Troubleshoot, resolve, and escalate complex technical issues in collaboration with support and engineering teams.
- Provide proactive guidance, best practices, and technical recommendations tailored to the customer’s use case.
- Conduct regular health checks on customer environments to ensure smooth operation.
3. Customer Success & Retention
- Timely update on deliverables to the customer and work with planning team and get the release dates.
- Drive product adoption by ensuring customers are trained and confident in using the solution.
- Monitor customer usage and proactively address gaps to prevent churn.
- Ensure successful renewals and contribute to upselling/cross-selling opportunities in collaboration with the sales team.
4. Onboarding & Enablement
- Support new customer onboarding with product setup, configuration, and integration.
- Deliver technical workshops, demos, and training sessions.
- Create and maintain customer-facing documentation and resources.
5. Business Alignment
- Translate customer needs into product/feature requests and relay insights to product teams.
- Partner with sales, product, and support to align customer goals with business outcomes.
- Participate in QBRs (Quarterly Business Reviews) with customers to demonstrate value and roadmap alignment.
6. Performance & Metrics
- Track KPIs such as adoption rate, customer satisfaction (CSAT), Net Promoter Score (NPS), and retention.
- Maintain detailed account plans and provide regular status reports to internal stakeholders.
- Identify risks early and implement mitigation strategies.
- Maintain a Knowledge base based on the information / New scenarios from the customer troubleshooting session.
- Collect all new requirements and consider for product enhancement as per the Roadmap
Core Skills Needed:
- Strong technical knowledge of the product/platform.
- Excellent communication and relationship management skills.
- Business acumen to align product use with customer goals.
- Problem-solving and escalation management.
