About the Role
The Customer Success Executive will be responsible for onboarding new customers, providing product guidance, resolving customer issues, ensuring customer satisfaction, and increasing customer retention. You will serve as the primary point of contact after a customer signs up, ensuring they maximize the value of TechTo Networks' communication solutions.
Key Responsibilities
Customer Onboarding
-Guide new customers through the onboarding process.
-Assist customers with account activation.
-Help configure SMS, WhatsApp Business API, RCS, and related services.
-Explain platform features and best practices.
-Ensure customers successfully send their first campaign.
Customer Relationship Management
Build long-term relationships with customers.
Conduct regular follow-ups.
Understand customer business goals.
Ensure customers receive maximum value from TechTo services.
Act as the customer's trusted advisor.
Product Support
Resolve customer queries through:
Phone
Email
WhatsApp
Live Chat
Troubleshoot platform-related issues.
Coordinate with technical teams for complex problems.
Escalate issues appropriately.
Customer Training
Conduct one-on-one product demonstrations.
Organize webinars and training sessions.
Create easy-to-understand documentation.
Educate customers on:
Bulk SMS
WhatsApp Business API
Google RCS
DLT Compliance
Messaging Best Practices
Account Management
Monitor customer usage.
Identify inactive customers.
Encourage product adoption.
Recommend relevant products and upgrades.
Increase customer retention.
Customer Feedback
Collect customer feedback.
Report product improvement suggestions.
Work closely with Product and Engineering teams.
Help improve customer experience.
Issue Resolution
Track support tickets.
Ensure SLA compliance.
Maintain high first-response time.
Ensure timely issue resolution.
Documentation
Maintain CRM records.
Update customer interactions.
Record onboarding progress.
Prepare weekly customer success reports.
Requirements
Required Qualifications
Bachelor's degree in Business Administration, Marketing, Computer Science, IT, or related field.
1–3 years of experience in Customer Success, Customer Support, Technical Support, or Account Management.
Freshers with excellent communication skills and a strong learning attitude may also apply.
Required Skills
Communication Skills
Excellent verbal and written English.
Professional phone etiquette.
Strong presentation skills.
Ability to explain technical concepts simply.
Customer Service Skills
Customer-first mindset.
Active listening.
Problem-solving ability.
Conflict resolution.
Patience and empathy.
Technical Knowledge
Basic understanding of:
SaaS products
Cloud software
APIs
Bulk SMS platforms
WhatsApp Business API (preferred)
CRM software
Excel and Google Sheets
Organizational Skills
Time management.
Multitasking.
Attention to detail.
Documentation skills.
Preferred Skills
Experience with any of the following is an advantage:
CRM platforms (HubSpot, Zoho CRM, Freshdesk, Salesforce)
Helpdesk software
Ticketing systems
WhatsApp Business Platform
SMS Gateway
DLT Registration
API integrations
Communication platforms
Customer onboarding processes
Key Performance Indicators (KPIs)
Customer Satisfaction (CSAT)
Net Promoter Score (NPS)
Customer Retention Rate
First Response Time
Resolution Time
Customer Onboarding Completion Rate
Product Adoption Rate
Upsell and Cross-sell Success
Ticket Resolution SLA Compliance
Customer Health Score
What We Are Looking For
Excellent communication and interpersonal skills.
Positive attitude and customer-centric mindset.
Strong analytical and troubleshooting abilities.
Ability to work independently in a remote environment.
Quick learner with adaptability to new technologies.
Ability to manage multiple customer accounts simultaneously.
About the Company
TechTo Networks is a leading cloud communication platform helping businesses engage customers through Bulk SMS, WhatsApp Business API, Google RCS Messaging, SMPP Solutions, and Communication APIs. We empower businesses of all sizes with reliable, scalable, and secure messaging solutions that improve customer communication and business growth.
As we continue to expand, we are looking for a Customer Success Executive who is passionate about helping customers achieve success using our products and services.