{"id":2789313,"url":"https://alion.io/job/kimirica-customer-success-executivemanager","title":"Customer Success Executive/Manager","company":{"id":4442681,"name":"Kimirica","domain":"kimirica.com","url":"https://alion.io/company/kimirica-2","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Keka","truth_index":{"grade":"A","score":88,"open_postings":20,"ghost_share":0,"stale_share":0.5,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Indore, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":4500,"max_usd":11000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":17},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"WhatsApp","optional":false}],"status":"live","first_seen_at":"2026-09-26T08:30:36Z","employer_posted_date":"2026-09-26","last_verified_at":"2026-11-03T14:39:45Z","board_verified":true,"closed_at":null,"days_open":38,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":37},"description":"About the Company - Kimirica Hunter International\nKimirica Hunter International is India’s leading manufacturer of luxury hotel amenities, serving 5,000+ hotels across 70+ countries. The company specializes in premium, sustainable personal care products for global hospitality brands. With a strong focus on innovation, design, and quality, Kimirica delivers world-class solutions across hotels, airlines, and retail segments.\nAbout the Role\nWe are looking for a Customer Success Executive/Manager to oversee customer support operations and enhance the overall customer journey. This role involves managing service channels, improving customer satisfaction, and acting as the voice of the customer within the organization while ensuring a seamless and delightful experience.\nRoles & Responsibilities\nManage day-to-day customer service operations across multiple channels (email, chat, social media, WhatsApp, phone) \nDevelop and implement SOPs for efficient resolution of customer queries and complaints \nMonitor and manage KPIs such as response time, resolution time, CSAT, and NPS \nHandle escalations and ensure timely resolution of critical customer issues \nDesign and implement strategies to enhance customer experience and loyalty \nGather and analyze customer feedback to identify improvement areas \nCollaborate with product, marketing, and operations teams to address customer needs \nImplement and optimize CRM tools, live chat platforms, and ticketing systems \nTrack and analyze customer data to identify trends and actionable insights \nPrepare reports on customer service performance and present insights to leadership \nProactively identify potential challenges and recommend solutions \nSkills Required\nStrong communication and interpersonal skills \nAbility to handle escalations and manage difficult situations with empathy \nProficiency in CRM and customer service tools (e.g., SAP) \nStrong analytical and problem-solving skills \nGood knowledge of MS Excel and data analysis \nAbility to manage multiple tasks in a fast-paced environment \nExperience\nMinimum 2-7 years of experience in Customer Service / Customer Experience roles \nEducational Qualification\nBachelor’s/Master's degree in Business Administration, Marketing, or related field \nKey Competencies\nCustomer Experience Management \nEscalation Handling & Resolution \nData Analysis & Reporting \nCross-functional Collaboration \nProcess Improvement \nWhy Join Us\nWork with a globally recognized premium brand\nExposure to international clients and markets\nFast-paced, growth-driven 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