Customer Success Executive

Job Description:

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:

• Lead Global Support Team: Manage all timezones (APAC/EMEA) support team for 360 SMS App and our other Appexchange product.
• Customer Satisfaction: Drive high CSAT, manage escalations, and improve service quality.
• Product Support: Work with product and engineering teams to resolve customer issues and track bugs.
• Performance Management: Set team targets, conduct coaching, and ensure continuous team development.
• Process Improvement: Optimize support workflows for efficiency and better customer outcomes.
• Stakeholder Communication: Liaise between support, sales, product, and leadership teams.
• Customer Feedback Loop: Capture insights from customers and collaborate on product enhancements.
• Oversee Onboarding: Manage customer onboarding and implementation in Salesforce environments.

Any Specific Ask/Skill/Certificate:

• Strong experience with Salesforce and AppExchange product support.
• 3+ years in customer support.
• Expertise in Salesforce Service Cloud, case management, and integrations.
• Excellent leadership and communication skills.
• Salesforce Administrator or App Builder certification preferred.

Shift Time:

Indian