Experience:

- Prior experience of around 8-13 years in B2B SaaS Customer Success roles

- A minimum of 5 years of team management experience

- Demonstrated progressive experience leading customer success managers, account management, or sales teams. Professional services experience is a plus.

- Person with a keen interest in technology in general and HR technology in particular.

Key Job Responsibilities:

- Responsible for driving product adoption, account management and driving growth through positive customer experience.

- Drive new business growth through greater customer advocacy and reference ability.

- Implement programs to improve customer engagement and value realization from Keka.

- People management and performance tracking.

- Experience building and managing large teams of Customer Success and or Professional Services teams in a fast-paced, dynamic environment

- Person with a keen interest in technology in general and HR technology in particular

- Proven track record in implementing scalable programs and processes

- Architect the CS function, and processes and build team capabilities to deliver defined business objectives and support business growth

- Drive customer lifetime value by defining customer journey, deploy programs to help drive value to customers

- Be the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset across the organization

Key Skills:

- Listening comprehension - Ability to listen to the client, decipher said and unsaid needs/wants and draw smart conclusions from conversations.

- Effective communication - Ability to clearly state facts and share accurate information on time. Provide clear and concise answers to client queries, doubts, and questions.

- Project Management - Ability to manage multiple projects and tasks at the same time while maintaining clear track of things to ensure stuff gets done every hour every day.

- Curiosity - Be curious about Keka products, and client business processes to ensure we understand things deeply to be able to offer effective solutions and build long-term relationships.

- Product Knowledge and Business Acumen - Understands most modules and their functionalities. Connects product features to client needs.

- Conflict Management- Ability to understand the nature of conflict and devise an efficient way to address the root cause by dealing with people, processes, and tools.