Operations - Customer Success

Operations - Customer Success

. Core Customer Success Responsibilities

• Query Management – Serve as the first point of contact for client and channel-partner queries on the KITES platform, ensuring prompt, accurate and courteous resolution across the client lifecycle.

• Salesforce & JIRA Servicing – Manage, track and resolve service requests and complaints routed through Salesforce CRM (with linked JIRA tickets), ensuring correct categorisation, ownership, SLA adherence and closure with a complete audit trail.

• Client Onboarding – Support end-to-end client onboarding – coordinating documentation, digital consent, source-of-wealth / source-of-funds declarations and account activation across internal systems and onboarding partners.

• KYC / AML Support – Assist in the review and verification of KYC/AML documentation, escalating exceptions to compliance and ensuring adherence to applicable cross-border regulatory requirements.

• Cross-Border Payments – Guide clients on funding, LRS / remittance flows, cross border transfers and queries relating to global asset classes, order status, portfolio holdings, statements and reporting.

• Post-Sales Support – Provide post-sales servicing including transaction support, portfolio and statement queries, profile updates and reactivation requests, ensuring a high-touch experience for clients.

• B. Full Customer Lifecycle Ownership

• Onboarding Funnel & Activation – Own the onboarding funnel, proactively tracking application status and chasing stuck cases through the onboarding and approval chain.

• Credential Enablement – Manage temporary-password issuance and resets, guide clients through first-login and OTP verification, and administer credential validity windows.

• Dormancy & Reactivation – Monitor inactive accounts flagged dormant per regulatory norms and drive KYC re-verification and reactivation.

• Profile & Cross-Partner Data Requests – Process service requests for profile updates, tax-residency changes and cross-partner data synchronisation which do not auto-sync.

• Retention & Engagement – Drive periodic client check-ins, feature-adoption nudges and lifecycle communication to support engagement and retention of affluent clients.

• C. Operations & Global Funds Transaction Tracking

• Global Funds Transaction Tracking – Track global fund subscription and redemption transactions end-to-end – monitoring order status, settlement and reconciliation of fund orders, and keeping clients informed of progress and timelines.

• Wallet, Funding & Remittance Operations – Support INR-to-USD wallet funding, Kotak Remit flows and reconciliation of client fund movements against platform records.

• Product / Instrument Onboarding Coordination – Track new fund and instrument availability requests (including ISIN / exchange mapping and omnibus fund enablement) and communicate expected timelines to clients.

• D. Integration & Incident Coordination

• Integration Issue Triage – Act as first-line triage for client-impacting issues across platform integrations – execution, market-data, central-data, fund and gateway partners – performing initial diagnosis before routing to technology and vendors.

• Impact Assessment – Rapidly compile affected client codes / user accounts and provide structured data to technology and vendor teams to accelerate root-cause analysis.

• Escalation Matrix & Incident Support – Maintain and operate the internal and partner escalation matrix, and support war-room coordination during critical incidents to minimise client downtime.

• E. Platform Stewardship & Governance

• UAT & Release Validation – Participate in UAT cycles, log defects, validate fixes and support post-release production validation.

• Knowledge Base & FAQ Ownership – Maintain the client FAQ / ready-reckoner repository and standard Salesforce response templates to enable faster and self-service resolution.

• Demand Capture – Log recurring client pain points and feed structured enhancement requirements into the product backlog.

• SLA, KPI & Audit Readiness – Track servicing SLAs and KPIs (turnaround, resolution, uptime-linked metrics), maintain the complaints tracker with full auditability, and support periodic service reviews and regulatory reporting.