About Aerchain:

Aerchain is an AI-powered Procurement platform transforming the way purchase is done in enterprises. We are a 2-year-old funded startup with some of the largest global companies as clients & part of 3 top accelerator programs backed by Reliance Group, top VCs & Supply Chain experts. We are on the lookout for technology enthusiasts who would love to contribute to revolutionizing the world's procurement industry with Artificial Intelligence!

What sets us apart from the rest?

We are pioneering Autonomous Procurement like never before. We are building the world's most intuitive intelligent procurement platform where technology is not just an enabler, but a decision maker. Think of us being a Siri or a Google Assistant for procurement, only with better answers !

We are growing 5X YoY with a great pull from the market.We believe customer satisfaction is the best strategy for our business growth.

We are looking for an ambitious Customer Success Lead who is an exceptionally talented & motivated individual. You'll be teaming up with engineers, product managers, and sales people from a diverse set of backgrounds who are challenging every assumption about software development.

Join us as we reinvent the Procurement landscape globally.

What will make you a great fit:

- Ability to create strategies, implement them, track performance, and achieve set objectives

- An analytical thinker with keen problem-solving skills

- Passionate about providing an exemplary customer experience and building lasting relationships

What do you get to do?

Onboarding:

- Standardize the entire onboarding process

- Partner with the product and technology teams to automate the entire onboarding process by using gamification techniques and strategies.

- Set the metrics to measure the success of Onboarding and track its live progress

Adoption:

- Support clients in the adoption of Aerchain by providing client training, close co-operation throughout adoption, pro-active identification and mitigation of possible challenges to adoption, issue escalations, etc.

- Manage product releases - Draft and distribute product briefs to ensure the smooth introduction of each new release

- Design methods and approaches to collect feedback from the clients

- Set the product adoption metrics

Customer Support:

- Act as the face of the company

- Serve as the lead point of contact for all client account management matters

- Design, build and manage the customer support team

- Research the latest customer support tools and techniques to automate the support process

- Create and maintain reports about customer interactions

- Make recommendations to management to improve customer experience

- Ensuring Customers have a great experience using the Aerchain platform

Farming:

- Understand client requirements in context of product functionality and appropriately liaise with product and engineering teams to implement those

- Identify product improvements and partner with product team to implement them and make it easy for clients to manage their business on Aerchain

- Collaborate with sales and marketing teams to identify growth opportunities within assigned clients by upselling/ cross selling.

What you need to have/ bring to the table:

- 8+ years of overall management experience in the technology industry with at Least 5 years of experience in customer success related roles

- Exposure to subscription and renewal-based business processes

- Deep knowledge of and experience in implementing Customer Success best practices

- Proven record of driving customer satisfaction and enhancing customer experience in the past work

- Technical expertise, ability, and appetite to acquire knowledge of new products

- Exceptional organizational and communication skills - both verbal and written

Benefits and Perks:

- Great salary along with Incentives

- Frequent company and quarterly team-building events

- Work with some of the best talents from India

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