Customer Success Specialist

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: - ( - )

Experience: 2+ yrs

Location: Bengaluru, Karnataka, India

Job Type: Full-time

We are looking for a proactive and customer-focused Virtual Value Manager (VVM) to serve as the first point of value engagement for a portfolio of dealer accounts. This role works closely with Customer Value Managers and Customer Value Architects to keep customer accounts active, supported, and progressing between strategic engagements.

The VVM will handle day-to-day customer inquiries, provide product guidance and training, maintain accurate account documentation, and identify usage or adoption signals that may require further attention. The role requires excellent communication, strong organizational skills, sound judgment, and the ability to understand customer needs while knowing when an issue should be resolved independently or escalated to the appropriate team.

Requirements

Key Responsibilities

• Respond promptly and professionally to incoming customer inquiries through email, collaboration platforms, and calls.
• Resolve how-to questions, routine adoption challenges, and training requests wherever possible.
• Deliver scheduled and ad hoc product training based on customer requirements and maturity levels.
• Maintain accurate Customer Value Plan (CVP) records after customer interactions, including activities, training outcomes, and open action items.
• Triage customer requests and escalate complex issues to Customer Value Managers or Customer Value Architects when required.
• Understand customer maturity levels and tailor support and engagement accordingly.
• Monitor account usage, adoption, and health signals to identify potential risks or opportunities.
• Prepare concise weekly account updates highlighting meaningful customer insights and areas requiring attention.
• Support Customer Value Reviews by providing relevant account context and interaction history.
• Maintain clean and updated CRM records to ensure accurate visibility across customer-facing teams.
• Collaborate with Customer Value Managers and Customer Value Architects to understand product capabilities, adoption benchmarks, and usage trends.
• Work as part of a collaborative team to maintain consistent customer coverage and support.

What's Makes You a Great Fit

• 1-5 years of experience in Customer Success, Customer Service, Account Management, or a similar customer-facing role, preferably within a SaaS or software environment.
• Excellent spoken and written English communication skills with a confident and professional customer presence.
• Strong ability to manage multiple accounts, priorities, and time-sensitive requests while maintaining accuracy.
• Comfortable reviewing customer usage and adoption data and converting insights into clear, actionable summaries.
• Experience using CRM platforms, Zoom, Microsoft Teams, Slack, and other productivity or collaboration tools.
• Strong relationship-building skills and the ability to communicate effectively with customers from different backgrounds.
• Highly organized and process-oriented, with a consistent approach to documentation and escalation.
• Strong problem-solving and judgment skills with the ability to distinguish between issues that can be resolved independently and those requiring escalation.
• Customer-first mindset with a genuine interest in helping users improve product adoption and proficiency.
• Automotive or dealership industry experience is an added advantage.
• Willingness to learn the automotive retail domain and develop strong product knowledge.