Sr Asso, Customer Success

About Data Axle:

Data Axle Inc. has been an industry leader in data, marketing solutions, sales, and research for over 50 years in the USA. Data Axle now has an established strategic global centre of excellence in Pune. This centre delivers mission critical data services to its global customers powered by its proprietary cloud-based technology platform and by leveraging proprietary business and consumer databases.

Data Axle India is recognized as a Great Place to Work! This prestigious designation is a testament to our collective efforts in fostering an exceptional workplace culture and creating an environment where every team member can thrive.

Role Overview

The Revenue Support Specialist will provide Level 1 support for the U.S.-based Account Strategist team and their clients. This role is responsible for handling incoming client questions, resolving basic support requests, routing issues to the appropriate teams, and helping ensure accounts receive timely assistance.

This position will act as the first line of support for many customer inquiries, helping free up Account Strategists to focus on revenue-generating activities while ensuring clients receive fast and reliable support.

Over time, this role may expand to support account research, opportunity identification, and additional revenue-support activities

Key Responsibilities

Level 1 Client Support

• Respond to incoming client inquiries and support requests
• Troubleshoot basic client questions related to products, services, and campaigns
• Route complex issues to the appropriate internal teams (support, product, operations)
• Ensure timely resolution and follow-up on client issues

Account Strategist Support

• Assist Account Strategists by handling basic client needs and requests
• Document client interactions and requests in CRM systems
• Help monitor support tickets and ensure they are progressing toward resolution
• Escalate urgent or high-impact client issues when necessary

Operational Support

• Maintain accurate documentation of client interactions and requests
• Support internal reporting and tracking of support activity
• Assist with internal coordination between sales, support, and operations teams

Opportunity Awareness

• Identify potential opportunities or client needs during support interactions
• Surface potential opportunities or MIT referrals to the Account Strategist team

Ideal Candidate Profile

Successful candidates typically have experience in:

• Customer support
• Client services
• Technical support
• Sales support or operations support

This role is ideal for someone who is customer-focused, detail-oriented, and comfortable working in a fast-paced support environment

Required Skills

• Strong written and verbal communication skills
• Excellent problem-solving ability
• Strong attention to detail
• Ability to manage multiple support requests simultaneously
• Ability to collaborate with global teams across time zones
• Strong organizational and documentation skills

Preferred Experience

• 3–5 years in customer support, service desk, or client services
• Experience working with CRM systems such as Salesforce
• Experience supporting SaaS, marketing technology, or data products is a plus

Success Metrics

Success in this role will be measured by:

• Response time to client inquiries
• Support request resolution rate
• Quality and accuracy of CRM documentation
• Client satisfaction with support interactions
• Effective escalation and routing of issues

Why This Role Matters

This role helps scale the revenue organization by ensuring clients receive timely support while allowing Account Strategists to focus on strategic conversations, opportunity discovery, and revenue growth.

Disclaimer:

Data Axle India follows a merit-based employee recruitment practice with extensive screening steps. Data Axle India does not charge/accept any amount or security deposit from job seekers during the recruitment process.

Job Seekers are requested to be aware of unsolicited or fraudulent communication regarding a job offer or an interview call against payment of money, please stay alert. All Data Axle India jobs are published on the Careers page of its website and/or on its LinkedIn profile. Interested job seekers may access the same and apply directly.

If you believe you have been a victim of recruitment fraud, you are requested to approach law enforcement agencies immediately