Procol - Director - Customer Success

About us :

Procol is India's fastest-growing procurement technology company.

Founded in 2018, Procol's solutions have been securely deployed at many $1B+ global companies helping procurement teams reduce costs, digitize procurements, improve compliance by replacing emails and excel workflows with the world's most easy-to-use and secure e-sourcing platform managing a spend of - 5000 Cr+. Procol is rated 4.9/5 - by trusted enterprises on G2 and has been featured by Forbes.

We're a team of ex-Google New York, Zomato, OYO who've worked at high-impact, growth companies and believe that we're on the journey of building one.

Backed by investors like Blume Ventures, Sequoia Surge, Beenext, and Rainmatter.

Hiring Director, Customer Success :

- We're in the midst of transitioning from 'start-up' to - scale-up, and are looking for a Director of Customer Success with experience in SaaS organisations, to develop, lead and scale a team of individuals responsible for driving adoption and delivering value for Procol's customers.

- You are a strategic thinker who is articulate, drives customer outcomes, product adoption and a great customer experience. You are comfortable collaborating with various stakeholders (customers, partners, and internal teams), assessing outcomes, and making recommendations.

What you'll do :

- Build a value roadmap and deliver value for procurement teams and customers

- Increase renewal rates and reduce churn

- Develop and cultivate strong customer relationships while continually seeking opportunities to showcase Procol's value propositions

- Develop data-driven solutions and insights for your customer

- Identify new product expansion opportunities by understanding customer needs

- Influence future lifetime value through higher product adoption, customer satisfaction and overall health

- Act as a point of escalation to mitigate risk and overcome customer's challenges

- Standardize key activities for CSMs for each point of the customer journey

- Advocate for customer needs to help drive roadmap evolution

- Manage all aspects of the customer relationship including leading customer and partner discussions, capturing notes, and developing presentations and reports, as required

What you'll bring :

- 6+ years of customer-facing and consultative experience, procurement consulting experience is a plus

- Strong communication skills and the ability to examine, synthesize, and present data to various stakeholders (customers and partners)

- Exceptional verbal and written communication and presentation skills.

- Able to effectively articulate a unique value proposition that resonates with customer needs.

- A successful track record of engagement with multiple customers and points of contact

- Attention to detail and the ability to prioritize, organize, and operate in a fast moving, entrepreneurial start-up environment

- Demonstrated ability to work across at all levels of a customer or partner organization

- Comfortable managing the contracts and negotiations process within various stakeholders (e.g. customer, procurement, and finance)

- Able to work in ambiguous situations and be able to take charge and lead the client to the best opportunity for them

- Experience managing and growing SaaS and/or subscription revenue within existing customer relationships a plus

Why you'll love Procol :

- Learn and grow fast with a growing startup which impacts millions of businesses

- Work closely with the founding team and become a part of building a successful company

- Openly collaborate with few of India's most talented folks, who will challenge you every day

- Industry competitive salary and benefits

- Get advance salaries every month

- Employee health insurance covered by us

- Flexible working hours

Procol is an equal opportunity employer and we believe diversity is key to our success.