SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Aerem is seeking a Customer Success Executive to own the end-to-end partner experience on its Partner Portal—the central platform through which 5,500+ EPC (Engineering, Procurement, Construction) partners access financing, procurement, monitoring, and business tools. This is a high-impact, non-support-ticket role that combines product expertise, partner advocacy, and operational excellence.
Key responsibilities include:
**Portal Ownership & Expert Knowledge**: Develop deep working knowledge of all seven portal modules (Financing, SunStore, AeROC, Design Services, Proposal Maker, Marketing Hub, Knowledge Centre). Serve as the internal expert and escalation point for partner-facing issues. Proactively identify UX gaps and friction points, document them, and flag to the product team. Maintain internal FAQs, demo scripts, and troubleshooting guides.
**Demo & Onboarding**: Conduct live product demos for prospective and newly onboarded EPC partners. Deliver structured onboarding walkthroughs that drive genuine self-serve activation. Customize demo narratives by partner profile (residential vs. C&I, size, etc.). Track activation milestones and follow up until partners independently use core modules.
**Query Handling & SLA Management**: Own the partner portal query inbox—classify, triage, and route all incoming issues. Maintain a live tracker of open enquiries with owner, status, and SLA deadline. Intervene on any enquiry at risk of breach. Maintain same-business-day first-response SLA and 48-hour resolution SLA for standard queries. Handle Tier 1 independently; escalate Tier 2/3 with full context and proposed resolution.
**Cross-functional Coordination**: Work closely with Product to relay partner feedback and bugs with structured documentation. Coordinate with Finance, SunStore, and AeROC teams to resolve interdependency issues. Participate in partner pilot cohort management and gather structured feedback. Brief internal stakeholders weekly on repeat issues, resolution patterns, and partner sentiment.
**Reporting & Continuous Improvement**: Maintain weekly dashboards tracking queries raised, resolved, pending, SLA breaches, and CSAT scores. Identify and surface recurring issues pointing to product gaps. Contribute to SOP documentation and keep portal runbooks current. Provide monthly health reports on adoption, activation quality, and engagement.
Required: 0–3 years in customer success, product support, or partner management (fintech, SaaS, or B2B platforms preferred). Strong verbal and written communication. High ownership mentality. Strong organizational skills managing multiple queries, deadlines, and stakeholders. Comfortable with CRM and support tools (LeadSquared, Freshdesk, etc.). Ability to learn technical products quickly and explain simply.
Desired: Prior solar, EPC, or clean energy ecosystem exposure. Live demo or training experience. Product analytics familiarity (Mixpanel, etc.). Hindi and English fluency; Marathi or regional language proficiency a bonus.
The Partner Portal is Aerem's primary interface with 5,500+ EPC partners, driving financing, procurement, and monitoring across 1.5GW+ of solar capacity. This role offers direct, visible impact on daily partner experience and clear growth path into senior CSM or product operations roles.
