NoPaperForms - General Manager - Customer Success

We- re looking for a General Manager-Customer Success to lead, plan and manage our Customer Success team resources, capacity, projects, monitor metrics and dashboards to ensure the highest level of customer satisfaction across our customer base. The Customer Success team at NoPaperForms is responsible for building relationships with our customers and becoming a trusted advisor and - go-to- person for best practices and advice. This is an integral part of our customer's success - from onboarding, product adoption to growth.

Our business is growing with fast pace and we are looking for entrepreneurial people with hunger, experience, and cultural fit.

The role -

- Solve for the Customer

- Lead highly energetic customer focused young team of 20-25 resources. You will recruit and attract high potential individual into the team.

- Inspire Customer Success across Company by creating company-wide culture of customer success.

- Measure Effectiveness of Customer Success by defining operational metrics of the team, establishing system for tracking metrics. You will also expose metrics to executive team and the board.

- Develop and manage Customer portfolios of assigned territories (Onboarding, adoption, renewal, Up-sell etc.)

- Conduct usage and adoption reviews, and proactively suggest solutions to common customer challenges.

- Manage your team to develop delivery plans that maximize the customer experience and achieve higher product adoption, customer satisfaction, and overall health scores.

- Manage Customer Success Activities and outcomes - Onboarding, Training, adoption, Renewals, upsell.

- Spot opportunities for improvements to the product and work with the product team to drive and implement them.

Desired Skills -

- Experience and passion in the customer service or CX space

- At least 5 years experience working in a Customer Success, Account Management

- Experience with Enterprise market customers in a fast-paced SaaS environment

- A passion for teamwork and collaboration - you- ll be working with multiple teams on a regular basis (Sales, Support, Product)

- Exceptional verbal and written communication skills, with the ability to present to a diverse audience, both internally and externally

NoPaperForms Solutions Pvt. Ltd. is India's largest SaaS based CRM & Enrolment Automation Platform being used by Universities across the country. NoPaperForms is enabling a digital transformation in education sector powered by next generation technologies, data science, analytics and AI based Automation engine. It is one of the fasted growing organizations in the education sector whose valuation grew by almost 600% in the last one year to reach a 100 crore. The company has been conferred with the following awards in last one year:

- - Hottest Startup- by Business World

- - Most Sustainable Startup- by The Entrepreneur

- - Startup of the Year- by DIDAC India