Senior Customer Success Guide

Role:                   Senior Customer Success Guide
Location:             Cincinnati, OH (Onsite)
Type:                   Full-time role with TCS (TATA Consultancy Services)

Job Description

Must Have Technical/Functional Skills

·       Certified System Administrator (CSA)

·       ITIL® Foundation Certification

·       Customer Success, IT service management, or SaaS related certifications are an advantage

Roles & Responsibilities

·       Serve as the first point of contact for customer inquiries across voice, chat, and email channels.

·       Resolve customer issues at the first point of contact wherever possible, leveraging product knowledge and troubleshooting skills.

·       Deliver a professional, empathetic, and consistent experience across all customer interactions.

·       Handle escalated or complex issues calmly, ensuring clear communication and timely resolution.

·       Identify opportunities to improve customer satisfaction, retention, and product usage.

·       Recommend relevant upgrades or complementary solutions based on customer needs and usage, while maintaining a customer first approach.

·       Participate in consultative conversations aligned to customer goals and outcomes.

·       Accurately document all customer interactions and actions in the case management system.

·       Ensure follow ups and case closures are completed within defined service level timelines.

·       Adhere to quality standards, security requirements, and operational processes.

·       Strong customer centric mind-set with high ownership

·       Excellent verbal and written communication skills

·       Ability to simplify technical information for non-technical audiences

·       Structured problem solving and analytical thinking

·       Empathy, professionalism, and resilience in high volume environments

Thanks & Regards