Job Overview
Location
Mumbai
Job Type
Full-time
Category
Software Engineering
Date Posted
May 22, 2026
Full Job Description
đź“‹ Description
- • Serve as the primary point of contact for key clients in the tech travel space, driving adoption, satisfaction, retention, and engagement with Pencil Pro and J+ Tech platforms.
- • Provide hands-on front-line support to internal teams and external clients, resolving issues and proactively increasing platform engagement using Intercom and Slack for logging and responding to support requests.
- • Conduct product training sessions for clients and internal teams, ensuring deep understanding and effective use of Pencil Pro and the J+ Creative tech stack.
- • Lead complex client onboarding and implementation processes, ensuring seamless integration of Pencil Pro into client workflows without requiring coding.
- • Configure and manage user groups, workflows, system templates, and workspaces within Pencil Pro and corresponding J+WF environments.
- • Oversee and maintain Wrike tasks related to Pencil Pro, collaborating with the Customer Success team to adjust configurations and track progress.
- • Gather user feedback and insights to enhance platform adoption and relay actionable recommendations to Product teams for iterative improvements.
- • Maintain comprehensive documentation including FAQs, user manuals, and training materials to support consistent client and internal team onboarding.
- • Collaborate cross-functionally with Product, Creative, and Sales teams to align on customer success strategies and ensure cohesive client experiences.
- • Support the broader Customer Success team in deploying PencilPro and J+ Creative products across the global client base.
- • Monitor and respond to client needs in real-time, ensuring high levels of service and proactive issue resolution.
- • Stay current with new Pencil Pro feature releases and assist in developing client and internal communications to drive adoption of updated functionality.
- • Manage and track all Pencil Pro workspaces and their linked J+WF environments to ensure operational consistency and accuracy.
- • Demonstrate strong understanding of production workflows and how they intersect with AI-driven marketing tools and creative technology solutions.
- • Foster long-term client relationships by adding measurable value to their business outcomes through consistent, consultative engagement.
- • Embrace collaborative teamwork, respecting diverse contributions and working effectively across time zones and functions to achieve shared goals.
- • Apply problem-solving skills by evaluating options with relevant stakeholders to identify practical, client-centered solutions.
- • Maintain organizational awareness through basic project management methodologies to prioritize tasks and meet client milestones.
🎯 Requirements
- • 3+ years of experience in customer success management in SaaS or creative technology
- • Ability to troubleshoot technical issues and escalate when necessary
- • 3+ years of experience conducting product training sessions
- • Understanding of production workflows
- • Organised with awareness of basic project management methodologies
- • Familiarity with Intercom, Wrike, or similar customer support/project management tools
🏖️ Benefits
- • Eligibility to join discretionary annual bonus scheme
- • Flexible working hours, including afternoon and evening shifts
- • Jellyfish contributes to Provident Fund (PF) retirement benefits
- • Best-in-class group medical insurance and life insurance coverage
Skills & Technologies
About Jellyfish
Jellyfish is a global digital marketing agency that provides paid media, creative, analytics, and training services for brands seeking measurable growth. Founded in 2005, the company operates from offices across North America, EMEA, and APAC, serving clients such as Google, Samsung, and Uber. It combines consultancy, technology partnerships, and in-house talent to manage campaigns across search, social, programmatic, and retail media. Jellyfish also offers certification programs and proprietary tools to upskill marketers and optimize performance across Google Marketing Platform, Amazon Ads, and other ecosystems.
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