25/09 Parul Verma
Head - Recruitment at Ladder of Changes

Views:579 Applications:176 Rec. Actions:Recruiter Actions:13

Head - Customer Success & Operations - HRMS Solutions - IT (3-8 yrs)

Bangalore Job Code: 851258

Job Brief:

We deliver service to workers by partnering with their employer, to allow instant access to their earned wages. In order to scale, we have established partnerships with Time & Attendance and Payroll companies who offer company to their customer base.

As the operation and customer service manager, you will lead the company to create and work on the entire after-sales customer flow. You will lead the customer success team to deliver customer excellence from both the employers- and employees- perspective. You will be responsible for leading the customer success team to grow the adoption rate of active users, and ship key new features.

As a Customer Success Manager, your role is split between implementing and managing relationships with our new partnerships, and overseeing the complete end to end process of launching software to their clients. You will also be responsible for ongoing care and growth opportunities with any clients we onboard.

The role will require an experienced CSM with exceptional project management skills. You will be expected to feed into the continuous improvement of our process, products and service to partnerships and clients as we scale. You will work closely and cross-functionally with all teams across the business, including sales, data insights, compliance and engineering. As the team grows, there will also be opportunity to grow your own team.

Qualifications

Clients and partnership: (Payroll providers, HRIS softwares and other HR related software and accounting company)

- Build meaningful relationships with our new and existing partnerships.

- Project manage launch of new partnerships - from integration, to establishing best practice processes and organising relevant training and marketing materials.

- Decide and execute strategy to accelerate (and track progress) of a partnership's sales pipeline.

- Ongoing optimisation of all processes relating to partnerships, including shortening sales-cycles wherever possible.

- Organise regular training sessions for our partnership's sales and customer success teams.

- Ongoing account management of the partnership, including regular reporting and feedback.

- Ensure documentation of process wherever required.

- Continuously work out the unit economics for different sets of partnerships.

Clients:

- Manage the implementation process, liaising with multiple internal and external stakeholders to deliver the launch on time.

- Provide proactive account management, optimizing our relationships to ensure that company is fully embedded in each client's organization.

- Provide data insight to clients to support our goal of increasing maximum awareness of company.

- Proactively look for ways to solve client concerns or issues, including feeding into the product roadmap.

- Responsible for renewals and upsells of any future products to clients.

- Work closely with our Member Success Team to ensure that our support to clients and end-users is consistent.

- Manage and update the company database and customer relationship management systems.

- Take on ad-hoc projects that improve process efficiency and scalability, and everything else that we need to solve!

Requirements:

- Worked in an hyper-growth startup in the past, focused on operations and customer-success fields.

- Fluent in English and Hindi.

- 5 to 7 plus years of experience as a project manager or account manager, with a commercial background.

- Have previous experience scaling either customer success, onboarding or operational processes.

- Are a natural problem solver and thrive best in an environment where you can shape your own role.

- Are organized, strategic and love to be challenged!

- Should love data and are an excel wizard - but have a creative streak every now and then!

- Technical experience or working with engineering teams is a bonus.

Women-friendly workplace:

Maternity and Paternity Benefits

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