OFB Tech - Head - Customer Success - SaaS - BidAssist

ABOUT OFBUSINESS:

OfBusiness Group is a tech powered B2B giant, currently valued over USD 5 Billion, and placed amongst top 3 startups in India in terms of Profits & Revenue. We are a business conglomerate, housing multiple successful businesses under our brand umbrella, broadly as follows:

1. B2B SaaS Products - BidAssist & SMEAssist

2. OfCommerce - B2B Raw Material Fulfillment

3. OXYZO - B2B Lending (NBFC)

4. Manufacturing - Industrial, Agri & Finished Goods

ABOUT BIDASSIST:

BidAssist is a leading tendering platform revolutionizing the way SMEs and Enterprises operating in the domains of construction/manufacturing services discover and engage with Government Tenders and Contracts. With a robust user base exceeding a million users, BidAssist provides unparalleled access to govt. tender opportunities, enabling businesses to thrive in the competitive landscape.

ROLE OVERVIEW :

As the Head of Customer Success at BidAssist, you will play a pivotal role in ensuring that our product promise translates seamlessly into exceptional customer experiences. You will lead the charge in building and nurturing a high-performing customer success team, establishing efficient workflows, fostering internal alignment, and implementing strategies to drive client retention, renewals, upsells, and upgrades.

KEY RESPONSIBILITIES :

- Develop and execute a comprehensive customer success strategy aligned with BidAssist's business objectives.

- Establish and optimize customer success workflows and processes to enhance operational efficiency and effectiveness.

- Collaborate cross-functionally with sales, marketing, product, and support teams to ensure seamless customer onboarding, adoption, and satisfaction.

- Define key performance indicators (KPIs) and metrics to measure the success of customer success initiatives and drive continuous improvement.

- Proactively identify opportunities for upselling, cross-selling, and product enhancements to maximize customer lifetime value.

- Build and lead a team of customer success professionals, providing mentorship, guidance, and support to foster a culture of excellence.

- Develop and maintain strong relationships with key stakeholders, advocating for customer needs and driving alignment across the organization.

- Stay abreast of industry trends, best practices, and emerging technologies to drive innovation and differentiation.