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Senior Officer | Customer Success

Join Genese Solution as a Senior Customer Success Officer, responsible for managing high-value clients, resolving issues, coordinating with cross-functional teams, and improving customer retention. Ideal candidates excel in communication, documentation, problem-solving, and delivering a seamless, client-focused experience.

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Job Title: Senior Officer | Customer Success

Designation: Senior Officer | Customer Success

Location: Bakhundole, Lalitpur 44600, Nepal

Shift: Standard (09:00 AM to 06:00 PM) from Monday to Friday

Position Overview

We are looking for a dedicated and client-focused Senior Customer Success Officer to ensure strong customer relationships, high satisfaction, and long-term retention. In this role, you will serve as the primary contact for high-value clients, oversee onboarding, manage escalations, and coordinate with cross-functional teams to resolve issues efficiently. You will also maintain accurate documentation, track account health, gather feedback, and support continuous process improvements. The ideal candidate excels in communication, problem-solving, and relationship management, contributing directly to a positive and seamless client experience.

Roles and Responsibilities

  • Proactively engage clients to understand needs, collect feedback, and ensure satisfaction.
  • Act as the primary point of contact for high-value accounts.
  • Manage, monitor, and nurture customer relationships to ensure long-term retention.
  • Escalate technical or complex issues to relevant departments and ensure timely follow-up.
  • Coordinate with cross-functional teams (Tech, Sales, Finance, Product) to resolve queries.
  • Manage documentation, client data, and ensure process accuracy.
  • Prepare reports, presentations, and assist with client communication materials.
  • Collect testimonials, track feedback trends, and identify improvement opportunities.
  • Mentor junior team members when required.
  • Represent the Customer Success function during internal and external meetings.
Skills and Qualifications
      • Educational Qualification and Experience 
        • Master’s degree in a relevant field (Management, IT, Business, or related).
        • Minimum 3 years in Customer Success or a closely related client-facing role.
      Competencies and Soft Skills

      Must Have Skill Sets

      • Proficiency with CRM tools (e.g., Zoho, HubSpot), JIRA, Excel, Google Workspace
      • Ability to manage and build relationships with high-value clients
      • Strong problem-solving and escalation management skills
      • Excellent documentation, reporting, and presentation abilities
      • Ability to work under pressure while maintaining professionalism

       

      Desirable Experience:

      • Experience handling enterprise clients or BFIs
      • Experience in SaaS, IT solutions, or technology product-based environments
      • Previous mentorship experience
      • Exposure to cross-functional collaboration (Sales, Tech, Product, Finance)

         

      Key Job-related Technical Skills*

      • CRM management and reporting
      • Data handling, documentation, and process management
      • Ticketing tools like JIRA/Service Desk
      • Proficiency in Excel and Google Sheets
      • Understanding of IT product delivery and support processes
      • Ability to analyze customer feedback and derive insights

       

      Desired Personality/Behavioral Traits*

      • Positive attitude and customer-first mindset
      • Confident, composed, and clear communication
      • Empathetic yet assertive
      • Highly organized and detail-oriented
      • Proactive, resourceful, and solution-focused
      • Team player with leadership and mentoring ability
      • Adaptable to changing priorities
      What We Offer
      • Work in a multinational company operating in the Cloud & ICT domain,  based out of the UK and operating in Australia, India, Nepal, Pakistan, and Bangladesh
      • Best in class open, progressive, professional, and  equal opportunity work environment
      • Closely knit and supportive team members and a culture where your contributions, opinions, and diversity is welcome, respected, & encouraged 
      • Exposure to multi-disciplinary skill areas (including team management & leadership)  in a vibrant start-up ecosystem with deep work involving world-class leaders like Amazon, Microsoft, Google, Alibaba, DigitalOcean, and Facebook 
      • Opportunity to travel regionally (as part of assignment/ training and development or delivery ) in Nepal, India, Pakistan, Bangladesh, or Srilanka

       

      Our Commitments

      We believe that diversity drives innovation. At Genese Solution, we are dedicated to creating a work environment where everyone, regardless of race, gender identity, age, religion, disability, or background, feels respected and included.

      Interested candidates meeting the above criteria are requested to send their CV and cover letter to hr@genesesolution.com clearly mentioning the position you are applying for in the subject.

       

      NOTE: Only shortlisted candidates will be contacted for further selection process. 

      Apply Now