Job Description

Customer Success & Support SpecialistProduct : NeIO Assistant – AI Meeting Intelligence PlatformLocation: Delhi | Remote | Hybrid (Flexible)
Experience Level: 3–5 Years
Employment Type: Full-time About NeIO AssistantNeIO Assistant is an enterprise-grade AI meeting intelligence platform designed to transform how organizations capture, understand, and act on meeting insights. We're building the future of enterprise productivity, and we're looking for customer-focused professionals to help our clients succeed. This is a hybrid, high-impact role that sits at the intersection of customer support, customer success, and early-stage prospects reachout. You will own the complete customer journey—from initial prospect engagement through onboarding, support, and ongoing value realization. What makes this role unique: You'll work directly with our Product Leadership team, gaining deep expertise in NeIO Assistant while managing customer relationships independently. This is an ideal role for someone who thrives on customer interaction, enjoys solving problems, and wants to grow into a strategic customer leadership position. Key Responsibilities1. Customer Support & Operational Excellence

• Serve as the first point of contact for customer inquiries, issues, and technical concerns
• Troubleshoot and resolve product-related problems across onboarding, usage, and platform integrations
• Coordinate with technical and product teams to escalate and resolve complex issues
• Maintain SLA commitments and consistently deliver industry-leading response and resolution times
• Track and resolve customer issues in our ticketing system with clear communication and follow-up

2. Customer Success & Product Adoption

• Lead comprehensive onboarding programs to ensure customers quickly understand platform capabilities
• Drive product adoption by educating users on key features
• Conduct regular business reviews and check-ins to ensure customers are realizing ROI
• Proactively identify adoption risks and implement corrective strategies
• Share best practices and use cases to maximize customer value

3. Pre-Sales & Prospects Engagement

• Conduct initial discovery conversations to understand prospect requirements and challenges
• Deliver compelling product demonstrations and communicate NeIO's value proposition
• Qualify leads based on fit and potential, smoothly handing off to the sales team
• Build and maintain prospect pipelines within CRM systems

4. Customer Voice & Product Feedback

• Act as the primary voice of the customer within our organization
• Collect, synthesize, and communicate customer feedback to the Product team
• Contribute insights to improve onboarding flows, product documentation, and customer messaging
• Participate in refining demo scripts and success frameworks

5. Growth & Professional Development

• Work closely with Product Leadership for direct mentoring and technical training
• Build deep expertise in NeIO's capabilities, use cases, and competitive positioning
• Transition from a supported role to independently managing customer relationships
• Develop into a strategic customer success leader

Required QualificationsExperience (3–5 Years)

• Customer Success, Customer Support, or SaaS Operations roles, OR
• Inside Sales, Sales Development, or Pre-sales experience with SaaS products

Core Competencies

• Excellent verbal and written communication skills
• Customer-first mindset with a problem-solving orientation
• Proficiency with SaaS platforms and CRM tools (preferred)
• Ability to manage multiple customer relationships and priorities simultaneously

Preferred Qualifications

• Exposure to AI, GenAI, or productivity tools
• Experience in B2B SaaS environments with enterprise customers
• Prior experience with customer onboarding or implementation

Key Traits & Attributes (Must Have's)

• Ownership: You take end-to-end responsibility for customer outcomes
• Initiative: You're proactive, energetic, and thrive in fast-paced environments
• Growth mindset: You're eager to learn and evolve alongside a rapidly scaling AI platform
• Empathy: You genuinely care about customer success and building long-term relationships

Why Join NeIO?

• Direct Leadership Access: Work closely with Product Leadership and founders—your input directly shapes our platform
• Growth Opportunity: Be an early team member in a fast-growing AI company with significant market opportunity
• Customer Ownership: Manage high-value customer relationships end-to-end
• Exposure & Breadth: Engage with enterprise clients across industries and use cases
• Career Trajectory: Clear path to Customer Success Lead, Product Specialist, or Account Management roles
• Learning: Gain deep expertise in AI meeting intelligence—a rapidly growing category