Customer Success & Support Intern

We are looking for passionate and ownership-driven Customer Success professionals who love solving customer problems, building strong relationships, and ensuring customer satisfaction and long-term success. The role requires a blend of analytical thinking, technical understanding, and strong communication skills. Your primary responsibility will be to evaluate customer usage, drive retention, ensure smooth onboarding, troubleshoot issues, and consistently deliver value to our customers.

The candidate will have responsibilities across the following functions:

Customer Success and Relationship Management:

• Facilitate smooth onboarding of new customers, including admin and user training via web sessions.
• Build strong, meaningful relationships with customers to improve retention and loyalty.
• Establish clear retention goals, process milestones, and action plans for customers
• Increase customer LTV while reducing churn.
• Achieve renewal and upsell revenue targets.
• Act as the voice of the customer within NeoDove to improve product experience.
• Collect feedback and drive product enhancement discussions with internal teams
• Create training materials and assist in internal enablement.

Customer Support and Issue Resolution:

• Take ownership of customer issues and drive them to timely resolution.
• Research, diagnose, troubleshoot, and identify solutions for customer-reported issues.
• Ask targeted questions to understand problem root causes quickly.
• Comply with SLAs for issue resolution.
• Guide customers via phone, email, chat, or Google Meet to resolve technical challenges.
• Collaborate with technical and customer success teams to enhance product quality, manage and monitor customer expectations effectively.

Requirements:

• B. Tech (CS/IT/EC), BCA, or equivalent degree.
• Good verbal communication skills in both English and Hindi.
• Strong customer-handling, active listening, and problem-solving abilities.
• Basic computer knowledge and the ability to learn CRM software.
• Patience, accountability, and a customer-centric approach.