Khatabook - Project Manager - Customer Success

Are you passionate about solving roadblocks & challenges faced by MSMEs in India MSMEs contribute significantly to India's total GDP. 90% of India's ~$1 Trillion Retail Market is controlled by MSMEs. Which means ~$900B worth of commerce flows through these ~60M MSMEs in the form of shops/kiosks/homes, scattered all over the country.

We at Khatabook, have built a product that saves time of MSMEs by managing their credit, and creating transparency in cash flow, henceforth increasing trust with their consumers and that paved the path for us to become India's fastest-growing fintech company.

Why work with us ?

People are our biggest asset! At Khatabook, every one of us is a dynamic superstar. We have carefully bred an ecosystem which hires nothing but incredibly and exceptionally talented people who can dream, collaborate, experiment, and break new ground. We're a strong team that looks out for each other.

Your role :

- We, at Khatabook, are looking for Project Manager - Customer Success(Lending)

- Managing day to day operations at the Lending support, Lending Inside-sales, Lending Collections, Training, and coordinate with central team

- Design Lending support, Lending Inside-sales, Lending Collections, Training processes that scale at every point in the customer lifecycle including sales, onboarding and retention

- Monitoring team performance, productivity and service levels on an ongoing basis

- Use data to inform all layers of our operating processes and strategic direction such as the timing of customer touch points and how we ensure consistent customer outcomes

- Work closely with central team to set up a process to manage our on website chat and ensure maximum lead conversion

- Ensure Training Plans and Learning Paths are adhered for all new hires

- Support & Sales SOP creations & Exception trackers for all new and stable processes

- Create daily/weekly dashboards to track the performance of teams

- Building and developing knowledge and expertise on the process to ensure compliance with relevant regulations

- Structured problem-solving skills and experience: Use a systematic, disciplined and fact-based process that gets to the root cause of problems

Requirements :

- Work Experience - 2 to 5 years with prior experience in team management

- Exceptional and professional communication skills; both verbal and written.

- Ability to interact with a wide range of people across departments and build strong positive relationship

- Excellent Customer Service & Sales skills with proven quality track record

- Team player with a positive attitude

- Ability to develop process frameworks

About Khatabook :

We exist to empower India's 60 Million strong MSMEs. Our users' motives, methodology, expectations and behaviour are significantly different from our own when they interact with the internet and technology ecosystem which makes it harder to build for them, to solve that.

Our first offering - is an Android App that has been downloaded over 10 crore+ times, which has resulted in having an active merchant base of over 9 million users.

As more businesses are adopting digital for business than ever before, Khatabook's goal can be summed up simply - Empowering merchants by simplifying their business by

- Building a complete business management platform.

- Providing the power of technology to an underserved segment.

- Helping businesses to grow by providing them with ammunition of insights & digital reports.

- Offering a financial services platform catering to the specific needs of the MSME space.