Job Description

. 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.