Job Title: Customer Success & Service Spacialist – (IoT & Automation)
Experience: 06 Months–1 year
Company Overview
Growloc Private Limited is a leading Agri-tech company in India, specialising in IoT solutions for farm management. We empower farmers with innovative technology to optimise resource usage, improve yields, and ensure consistent quality produce. Backed by a team of passionate individuals,
GrowlocPrivate Limited is committed to creating a more sustainable and productive future for Indian agriculture.
Position Overview
We are looking for a
Customer Success & Service Lead – Automation Systems to own the post‑sales journey for our farm automation customers. This role will be the primary bridge between customers, customer service, technical teams, and operations, ensuring high system uptime, strong adoption, and an excellent customer experience across all automation deployments.
About The Role
The role combines
customer success, service operations, and light product thinking for our IoT/automation solutions. You will design and run ticketing and service processes, manage SLAs, coordinate field service, and drive customer onboarding and trainings, while continuously improving our SOPs and internal workflows.
It is a hands‑on execution role with growing responsibility for metrics, processes, and (over time) people leadership.
Key Responsibilities
- Act as the single point of contact for automation customers on all post‑sales matters: queries, tickets, service visits, escalations, and feedback.
- Own the ticketing process end‑to‑end: logging, categorization, prioritization, SLA definition, escalation, and closure communication with customers.
- Plan and coordinate preventive maintenance and on‑site service schedules with the field/operations team to minimize unplanned downtime.
- Lead structured onboarding and handover for new installations, including documentation, checklists, user trainings, and initial monitoring.
- Create, maintain, and enforce SOPs and playbooks for common issues, standard changes, and regular operational tasks.
- Monitor and report key customer success and service KPIs (CSAT, NPS, SLA adherence, backlog, repeat issues, adoption metrics), and drive action plans to improve them.
- Work closely with Tech and Product to surface recurring issue patterns, feature requests, and voice of customer insights, and follow through until changes are implemented.
- Collaborate with Sales/Account Managers on renewals, upsell opportunities, and recovery plans for at‑risk accounts.
- Prepare weekly and monthly dashboards/reviews for management on customer health, service performance, and process improvements.
Required Experience
- Upto 1 years of experience, with exposure to customer‑facing roles (sales, customer success, service operations, support, or technical account management).
- Suited best if working with IoT / automation / sensors / industrial equipment / SaaS or similar technical products.
- Demonstrated experience in coordinating between customers, field/service teams, and technical teams to resolve issues or deliver projects.
Skills And Competencies
- Strong customer orientation with the ability to manage expectations, handle escalations, and build long‑term relationships.
- Solid process and operations mindset – comfortable defining workflows, SLAs, checklists, and continuously improving them based on data.
- Ability to read and interpret basic technical information (device status, alarms, dashboards) and translate it into clear communication.
- Excellent communication skills (spoken and written) in English and local languages relevant to the region.
- Good analytical skills – able to work with simple dashboards/spreadsheets, identify patterns in tickets and usage, and propose improvements.
- Strong ownership and follow‑through, with the discipline to close loops with both customers and internal teams.
Nice-to-have
- Experience in agritech, farm automation, irrigation/fertigation systems, greenhouse/polyhouse tech, or industrial controls.
- Experience implementing or working with ticketing/CRM tools and building basic reports/dashboards.
- Prior experience in leading or mentoring a small service/support team.
Education
- Graduate in Engineering (Electrical/Electronics/Instrumentation/Mechanical/CS/IT) or related technical discipline preferred;
- OR any graduate with strong demonstrable experience in IoT/automation service operations.
Location and travel
- Base location: Growloc Office, Pune, Maharashtra.
- Frequent travel to customer sites (farms, polyhouses, field installations) within the state/region for key handovers, reviews, and escalations.
Reporting line
- Reports to: (Immediate Head)
- Works closely with: Tech/Engineering team, Field Service/Operations team, Sales/Account Management, and Product.
Skills: customer success management,communication,automation,agri-tech,operations & maintanance
