Customer Success

Responsibilities:

Key Responsibilities

1. Customer Onboarding & Implementation

• Coordinate end-to-end onboarding of new clients onto Df-OS.
• Conduct training sessions for users at all levels (operator to management).
• Track onboarding progress and ensure timely go-live.

2. Customer Engagement & Relationship Management

• Build strong relationships with plant teams, business heads, and decision-makers.
• Conduct regular review meetings to assess usage, adoption level, and client satisfaction.
• Act as the escalation point for customer queries and concerns.

3. Product Usage Monitoring

• Monitor Df-OS usage across modules via dashboards.
• Identify gaps in adoption and suggest necessary interventions.
• Track active users, module utilization, and workflow adherence.

4. Issue Resolution & Coordination

• Log, track, and close customer-reported issues in coordination with the technical team.
• Ensure timely communication with clients regarding updates and resolutions.
• Validate reported issues by checking device connectivity, user errors, and configuration mismatches.

5. Renewal & Retention Management

• Track license renewal timelines and proactively engage clients for timely renewals.
• Share renewal summaries, agreements, and commercials with clients.
• Work with internal teams to ensure smooth invoicing and payment follow-ups.
• Contribute to reducing churn and improving customer lifetime value.

6. Reporting & Documentation

• Maintain accurate records of customer interactions, issues, and feedback.
• Prepare monthly usage and performance reports for clients.
• Update internal CRM and project tracking tools regularly.

Key Skills & Competencies

• Strong communication and interpersonal skills.
• Problem-solving ability with a customer-first mindset.
• Understanding of manufacturing processes (preferred).
• Ability to conduct training, presentations, and stakeholder communication.
• Knowledge of digital transformation tools or SaaS platforms (added advantage).
• Basic data interpretation skills to read dashboards and reports.

Qualifications:

Bachelor’s degree (Engineering/Science preferred).

1–3 years of experience in customer success, project coordination, implementation, or client-facing roles.

Experience with manufacturing clients or SaaS products is a plus.

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