Customer Success Executive

1. Customer Communication

• Call customers regularly to maintain strong relationships.
• Act as the primary point of contact for customer queries.
• Respond to customer emails and messages promptly.
• Maintain clear communication with customers regarding services, updates, and issues.

2. Customer Onboarding & Implementation

• Coordinate with customers during the onboarding process.
• Ensure successful implementation of Identifeye solutions at client locations.
• Guide customers on how to access and use the dashboards.
• Ensure the dashboard is properly configured and functional for each client.

3. Customer Success & Engagement

• Ensure customers are actively using the dashboards and analytics tools.
• Help customers understand the value of the data and insights provided.
• Conduct periodic check-ins with clients to gather feedback and improve satisfaction.
• Identify issues early and coordinate with the technical team for resolution.

4. Internal Coordination

• Communicate customer requirements clearly to internal teams (technical, operations, and sales).
• Follow up internally to ensure timely completion of tasks related to client projects.
• Maintain records of customer discussions, issues, and requests.

5. Email Communication & Documentation

• Send regular emails to customers regarding onboarding, updates, and follow-ups.
• Maintain proper documentation of client communication and service updates.
• Ensure all customer interactions are recorded in the CRM system.

6. Issue Resolution & Support

• Receive and log customer issues related to devices, dashboards, or services.
• Coordinate with technical teams for troubleshooting and resolution.
• Ensure customers are kept informed until the issue is resolved.