Customer Success Guide

Role Overview

The Customer Success Guide plays a key role in delivering exceptional customer experiences by providing timely support, product guidance, and adoption best practices to global customers. This role combines customer support, problem resolution, and consultative guidance to help customers maximize the value of enterprise software solutions while maintaining high satisfaction, loyalty, and retention.

Key Responsibilities

Customer Experience & Support

• Serve as the first point of contact for customer inquiries through voice, chat, and email channels.

• Resolve customer issues at the first point of contact wherever possible using product knowledge and troubleshooting skills.

• Deliver professional, empathetic, and consistent customer experiences.

• Handle escalated and complex issues calmly while ensuring clear communication and timely resolution.

Product Guidance & Adoption

• Support customers with onboarding, service activation, and ongoing product adoption.

• Provide guidance on account access, subscription plans, licenses, upgrades, downgrades, and add-on features.

• Educate customers on product capabilities and best practices to maximize product value.

• Capture and communicate customer feedback, feature requests, and recurring issues to internal teams.

Customer Growth & Retention

• Identify opportunities to improve customer satisfaction, retention, and product usage.

• Recommend relevant upgrades or complementary solutions based on customer needs and usage.

• Participate in consultative conversations focused on customer goals and desired outcomes.

• Support defined customer retention and growth objectives.

Case & Process Management

• Accurately document customer interactions and actions in the case management system.

• Ensure follow-ups and case closures are completed within defined SLA timelines.

• Maintain quality, security, and compliance standards across all customer interactions.

• Follow established operational processes and documentation requirements.

Key Competencies

• Strong customer-centric mindset with a high sense of ownership.

• Excellent verbal and written communication skills.

• Ability to simplify technical information for non-technical audiences.

• Strong problem-solving and analytical skills.

• Empathy, professionalism, and resilience in high-volume environments.

• Strong attention to detail and process discipline.

Education & Experience

• Graduate degree or equivalent practical experience in customer success, customer support, or a related field.

• Candidates with an undergraduate degree and a minimum of 18 months of relevant experience may also be considered.

• Prior experience in customer service or customer success within a SaaS or technology environment is preferred.

• Experience with upselling or cross-selling conversations in a customer-facing role is preferred.

Language Proficiency

• English proficiency at CEFR B2 or higher is mandatory.

• C1-level English proficiency is preferred.

Preferred Certifications

• Certified System Administrator (CSA).

• ITIL® Foundation Certification.

• Customer Success, IT Service Management, or SaaS-related certifications are an advantage.

Success Measures

• First Contact Resolution (FCR).

• Customer Satisfaction (CSAT).

• Case quality, accuracy, and SLA adherence.

• Increased product adoption and reduction in repeat customer issues.

• Achievement of defined customer retention and growth objectives.

​Important 

• Ex-TCS employees are not eligible to apply.
  
• PAN and Date of Birth (DOB) are mandatory for profile creation.