Customer Success & Support Specialist (Remote)

Customer Success & Support SpecialistProduct : NeIO Assistant AI Meeting Intelligence PlatformLocation: Delhi | Remote | Hybrid (Flexible) Experience Level: 35 Years Employment Type: Full-timeAbout NeIO AssistantNeIO Assistant is an enterprise-grade AI meeting intelligence platform designed to transform how organizations capture, understand, and act on meeting insights. We're building the future of enterprise productivity, and we're looking for customer-focused professionals to help our clients succeed.Role OverviewThis is a hybrid, high-impact role that sits at the intersection of customer support, customer success, and early-stage prospects reachout. You will own the complete customer journeyfrom initial prospect engagement through onboarding, support, and ongoing value realization.What makes this role unique: You'll work directly with our Product Leadership team, gaining deep expertise in NeIO Assistant while managing customer relationships independently. This is an ideal role for someone who thrives on customer interaction, enjoys solving problems, and wants to grow into a strategic customer leadership position.Key Responsibilities1. Customer Support & Operational Excellence Serve as the first point of contact for customer inquiries, issues, and technical concernsTroubleshoot and resolve product-related problems across onboarding, usage, and platform integrationsCoordinate with technical and product teams to escalate and resolve complex issuesMaintain SLA commitments and consistently deliver industry-leading response and resolution timesTrack and resolve customer issues in our ticketing system with clear communication and follow-up2. Customer Success & Product Adoption Lead comprehensive onboarding programs to ensure customers quickly understand platform capabilitiesDrive product adoption by educating users on key featuresConduct regular business reviews and check-ins to ensure customers are realizing ROIProactively identify adoption risks and implement corrective strategiesShare best practices and use cases to maximize customer value3. Pre-Sales & Prospects EngagementConduct initial discovery conversations to understand prospect requirements and challengesDeliver compelling product demonstrations and communicate NeIO's value propositionQualify leads based on fit and potential, smoothly handing off to the sales teamBuild and maintain prospect pipelines within CRM systems4. Customer Voice & Product Feedback Act as the primary voice of the customer within our organizationCollect, synthesize, and communicate customer feedback to the Product teamContribute insights to improve onboarding flows, product documentation, and customer messagingParticipate in refining demo scripts and success frameworks5. Growth & Professional Development Work closely with Product Leadership for direct mentoring and technical trainingBuild deep expertise in NeIO's capabilities, use cases, and competitive positioningTransition from a supported role to independently managing customer relationshipsDevelop into a strategic customer success leaderRequired QualificationsExperience (35 Years)Customer Success, Customer Support, or SaaS Operations roles, ORInside Sales, Sales Development, or Pre-sales experience with SaaS productsCore CompetenciesExcellent verbal and written communication skillsCustomer-first mindset with a problem-solving orientationProficiency with SaaS platforms and CRM tools (preferred)Ability to manage multiple customer relationships and priorities simultaneouslyPreferred QualificationsExposure to AI, GenAI, or productivity toolsExperience in B2B SaaS environments with enterprise customersPrior experience with customer onboarding or implementationKey Traits & Attributes (Must Have's) Ownership: You take end-to-end responsibility for customer outcomesInitiative: You're proactive, energetic, and thrive in fast-paced environmentsGrowth mindset: You're eager to learn and evolve alongside a rapidly scaling AI platformEmpathy: You genuinely care about customer success and building long-term relationshipsWhy Join NeIO .