The Role
Support customers after onboarding by answering product questions, driving platform usage, training clients on features, sharing best practices, managing relationships, identifying upsell opportunities, coordinating with internal teams, and reporting adoption insights. The role requires strong English and formal Hindi communication, patience, product understanding, follow-up skills, and comfort working with distributors, retailers, brands, and business owners.
Summary Generated by Built In
Job Title: Customer Success Associate
Location: Hyderabad
Title: Customer Success / Client Engagement
Experience: 0–2 years (Freshers with strong communication skills can apply)
About the Role
Once a client is onboarded and goes live on our platform, the real journey begins — and that’s where YOU come in.
Your role is to help our customers understand the product better, use it more effectively, and get maximum value from it. You’ll be the bridge between our product and our customers, ensuring smooth usage, solving queries, and encouraging adoption of new features.
This is a customer-facing role where communication, patience, and product understanding play a huge role.
What You Will Do
1. Post-Go-Live Support
Handhold clients once they start using the product.
Answer their day-to-day queries through calls, WhatsApp, or email.
Ensure they are comfortable using core features.
2. Drive Product Usage
Track client usage and proactively reach out if usage drops.
Educate clients about features they are not using yet.
Encourage adoption of high-value features that improve their business workflows.
3. Feature Training & Knowledge Sharing
Train clients on new updates and features.
Share best practices and tips to maximize product value.
Conduct refresher sessions for client teams whenever required.
4. Relationship Management
Build strong rapport with distributors, retailers, and brand teams.
Understand their business needs and align product value accordingly.
Identify opportunities to upsell or activate additional modules.
5. Internal Coordination
Work closely with Product, Support, and Customer Success teams.
Share client feedback and recurring issues with internal teams for improvement.
Track adoption metrics and share weekly insights.
What We’re Looking For
Good communication in English & Formal Hindi is mandatory
Strong customer-handling skills.
Ability to explain product features in simple terms.
Curious, patient, and eager to learn.
Basic understanding of SaaS products or billing software/ERP is a plus.
Good with follow-ups and relationship-building.
Comfortable talking to distributors, brands, retailers, and business owners.
Nice to Have
Experience in client servicing, support, or account management.
Exposure to CRM tools or ticketing systems.
Basic understanding of supply chain or general trade workflows.
Why Join Us?
Be part of a fast-growing SaaS company transforming how India buys & sells on WhatsApp.
Work directly with business owners and decision-makers.
Learn product, customer success, sales, and business operations.
Fast growth opportunities for high performers.
Skills Required
- 0–2 years of experience; freshers with strong communication skills may apply
- Good communication skills in English and formal Hindi
- Strong customer-handling skills
- Ability to explain product features in simple terms
- Curiosity, patience, and willingness to learn
- Good follow-up and relationship-building skills
- Comfort communicating with distributors, brands, retailers, and business owners
- Basic understanding of SaaS products or billing software/ERP
- Experience in client servicing, support, or account management
- Exposure to CRM tools or ticketing systems
- Basic understanding of supply chain or general trade workflows
Am I A Good Fit?
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The Company
What We Do
Zono Tradetech, through its ZoTok.ai product, develops an AI-driven conversational-commerce platform for businesses. Integrated with WhatsApp, it digitizes and automates order, invoice, and payment workflows, helping companies manage customer relationships and distribution operations without expensive distribution-management systems. The company positions ZoTok as a generative-AI-powered network CRM and SaaS solution focused on supply-chain and commerce processes for enterprises in India and globally.
