Senior Executive - Customer Success

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
• Location : Noida