Client Sucess Engineer - Vadodara - BE BTech - CSE - E

Key Responsibilities

• Customer Project Management
• Ensure all required information is available to successfully execute customer orders within defined timelines.
• Conduct and complete the discovery phase for customer requirements.
• Coordinate with customers and internal teams to ensure timely project completion.
• Create detailed project plans and provide regular status updates to customers.
• Customer Service & Support
• Handle customer calls (as required) and resolve escalated cases from customers and First Level Support teams.
• Ensure timely and effective resolution of customer issues within defined service levels.
• Log all activities and updates in the customer account/case management system.
• Ensure services provided are appropriately billed.
• Document issues and solutions by creating Knowledge Base articles for future reference.
• Develop and modify reports using Crystal Reports.
• Training & Enablement
• Plan, prepare, and deliver customer training sessions (remote or onsite).
• Help customers understand and effectively use the Windowmaker system through demos and trials.
• Create presentations, guides, and videos for complex features and processes.
• Train First Level Support teams to enhance service efficiency.
• Management Reporting
• Prepare and submit daily/weekly performance and project reports to management.
• Data Projects
• Analyze requirements and create detailed project specifications.
• Perform data setup based on defined specifications.
• Conduct code/release testing and ensure quality assurance standards.
• Maintain compliance with internal and industry standards.
  
  

• Engineering graduate (preferred in Computer Science / IT or related field).
• 3-5 years of experience in customer support or software service roles.
• Basic computer and software knowledge is essential.
  
  

• Strong analytical, problem-solving, and troubleshooting abilities.
• Good research and analysis skills.
• Excellent communication and interpersonal skills.
• Ability to work independently with minimal supervision.
• Customer-focused mindset with a proactive approach.