Head of Customer Success

Company Description

Elchemy is a tech-enabled cross-border specialty chemicals marketplace. Our vision is to become the largest global speciality chemicals distributor focussing on discovery and fulfillment using a tech-first approach.

Chemicals is an extremely important large and fragmented market with multiple inefficiencies in cross border trade. The global speciality chemicals market is $800bn growing at a CAGR of 5.7%. The industry faces glaring challenges including lack of trust, excessive lead times, quality uncertainty, lack of transparency and tons of operational challenges.

In the past 24 months of the company's operation, we have scaled up our operations serving in more than 40 countries and have active partnerships with more than 100s of customers and suppliers. The company has raised a total of upwards of $7.5mn from marquee investors like InfoEdge Ventures, Prime Venture Partners and from promoters of companies like Vinati Organics, Laxmi Organics, and Coromandel International.

Our highly ambitious team comprises alumni from IITs, IIMs, NITs and have extensive experience of working in startups as well as multinational companies. We want to create a team with A-players and rockstars in all roles. When such a team comes together, no vision seems unachievable, and everyone pushes to deliver outstanding results.

Role Description

As a Customer Success Specialist at Elchemy, you will own the post-sales customer journey. You’ll coordinate across teams to ensure smooth execution of orders, provide timely updates to customers, and champion customer satisfaction across all touchpoints. Your role bridges sales, logistics, and operations to ensure the customer is always front and center.

Customer Coordination & Support

Act as the primary point of contact for customers post-sale. Understand customer-specific requirements and ensure accurate internal communication.Coordinate closely with logistics, documentation, and finance to resolve customer queries and issues promptly.

Order Tracking & Communication

Share regular shipment updates, delivery timelines, and documentation status with customers. Proactively inform customers of any delays or deviations, with timely resolutions.

Internal Collaboration

Work cross-functionally with Sales, Operations, and Supply Chain teams to align on customer expectations and deliverables. Ensure customer priorities are reflected in internal decision-making and processes.

Customer Experience & Retention

Champion customer satisfaction by anticipating needs and providing proactive support. Conduct post-delivery follow-ups to gather feedback and identify areas of improvement.

Process Definition & Improvement

Design and implement scalable processes to enhance the customer experience. Create SOPs and customer playbooks for internal teams to ensure consistent support.

Documentation & Compliance

Ensure timely and accurate documentation (invoices, B/Ls, COAs, etc.) is shared with customers. Collaborate with compliance teams to meet export/import regulations as needed.

Issue Resolution and audit

Take ownership of complaints or escalations, ensuring quick and satisfactory resolution. Maintain logs of recurring issues to identify trends and collaborate on root-cause solutions.