Company Description:
Company s a leading FinTech startup backed by reputed global and regional VCs including Vulcan Capital and East Ventures.
Headquartered in Singapore, IT develops SaaS solutions to organize equity ownership of startups in India and Southeast Asia.
Our digital equity management product (Qapmap) allows startups to digitize their cap tables and digitally administer ESOP schemes. Our vision is to unlock value for stakeholders of startups by making the startup ecosystem more transparent, liquid and thus vibrant.
KEY RESPONSIBILITIES
- Strategic CS Development: Craft and implement cohesive CS strategies tailored to critical stages of the customer journey, including upcoming renewals and QBRs/EBRs.
- Collaborative Insight Sharing: Partner closely with our founding members, providing valuable insights to enhance the overall customer process.
- Innovative Project Management: Strategically plan and execute new projects to identify areas for increased product usage and adoption.
- Creative Customer Campaigns: Develop and launch engaging campaigns to educate and nurture customers on the latest product features.
- Performance Reporting: Regularly report on product adoption, usage, and customer health to our leadership team, ensuring continuous monitoring and delivering actionable insights to stakeholders.
- Renewal pipeline generation: Experiment with diverse approaches to maintain a steady, qualified pipeline of renewals.
- Key Metric Tracking: Continuously monitor and report on crucial metrics such as renewals, churn rates, and CSAT scores.
- Operational Oversight: Provide operational oversight to ensure targets and KPIs are met.
- Best Practice Sharing: Educate clients on best practices to achieve product success with Qapit
REQUIRED QUALIFICATIONS:
- Experience: 5-8 years of overall experience with at least 5 years in a CS role, preferably in SaaS.
- Balanced Skill Set: A combination of strategic insight, analytical capability, operational efficiency, effective communication and collaboration skills.
- Process Expertise: Proficiency in systematic organization and delivering high-quality customer excellence.
- Data-Driven Approach: Expertise in applying data-oriented methods, adjusting parameters as needed and demonstrating powerful execution abilities.
- Stakeholder Management: Proven experience in handling various stakeholders, identifying key customers and collaborating with multiple teams.
- Technical Proficiency: Strong knowledge of relevant CS tools and technologies is a significant advantage.
- Empathy and Relationship Building: A customer-centric mindset with exceptional relationship-building skills.
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