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28/09 Robin Singh
Head of Supply at Wishup

Views:2120 Applications:393 Rec. Actions:Recruiter Actions:117

Wishup - Head - Client Success (6-11 yrs)

Any Location/Metros/Anywhere in India/Multiple Locations/Delhi NCR/Mumbai/Bangalore/Hyderabad/Pune/C Job Code: 1161430

About Wishup

Wishup is India's first platform for remote employees i.e. skilled virtual employees and domain experts, bridging the gap between a talented workforce and global businesses. Through the pandemic Wishup has

- Grown its revenue by 500%

- Increased the headcount 2.5X

- Closed pre-series A round of funding of $1Mn from Orios Venture Partners

- Increased our client base 3X, the majority of them being from the US and Canada.

This has been accomplished by the virtue of our founders Vivek Gupta (IIM-A, IIT-M) and Neelesh Rangwani (IIT-M). We connect modern entrepreneurs to a global pool of talent that is trained and managed in-house through a remote business model that places quality at its heart.

We are now headed to build a team that will focus on internal growth which until now has been headed by Vivek Gupta. You'll be helping Wishup hire best-in-class talent from various sources and optimize the hiring process from the ground up.

You have an opportunity to be part of India's first and biggest remote work platform and enable us to become a $50M company by the end of FY 22-23.

About the role, Keynotes:

Profile - Client Success Head

Role - Full-time

Grade - Sr. Manager / AVP

Location - Remote - Work from home / anywhere

Work hours - Mon to Fri / US Shift (6:30 PM to 3:30 AM IST)

What you'll do?

- Develop Healthy Client Relationship - Create engagement strategies with clients to develop a professional relationship through the provision of product and operational services, training, and customer services.

- Enhance Client Training - Makes sure that clients are aware of resources available for learning about Wishup's service and that they've got tools letting them take advantage of everything Wishup offers.

- Evaluate and Analyzes Client Needs - Regularly check on how Wishup's service is meeting customers' needs and whether there are areas for possible improvement or upgrades

- Build Trust and Transparency with Clients - Unlock more value for their customers and create a virtuous circle that ensures mutual success.

- Onboard New Clients - Educate key customers on how to build an effective virtual team using Wishup and derive the best possible output using the best virtual workspace practices

- Act as a Client Advocate - Ensure client's feedback is heard and acted upon. Be the voice of the clients in the company, and mediate between the client's requests and the company's vision.

Encourage Clients to Upgrade and build efficient virtual teams - Persuade customers to upgrade to higher plans or even catalyze them to consider building virtual teams leveraging Wishup's potential. With an in-depth understanding of the Client's needs, you can identify opportunities for the company to provide additional services.

- Promote Client Loyalty - Keep track of clients' subscription expiration dates and follow up with them to renew their subscriptions. Reduce the churn rate and increase retention by providing the client highest standard of service.

Expectation in Week 1 -

- Understand our business model, how we work, and who we serve.

- Understand the role of various departments and how they collaborate for delivering an exceptional client experience

Expectation in Month 1 -

- Learn all about the current set of processes in place

- Take on your first set of key accounts and handle their engagement

- Learn all about onboarding clients and initiate onboarding calls to build your own portfolio

Expectation till Month 3 -

- Nurture the relationships with the assigned accounts and build an upgrade pipeline to drive internal revenue

- Coach and mentor, the Client Success Managers on effective strategies to reduce churn and drive growth with existing accounts

- Build a referral strategy to unlock growth potential by targeting business circles from existing accounts

- Formulate a plan to hire and train 3 new CSMs to achieve the desired internal revenue growth target

Expectations till Month 6 -

- Identify gaps in pipeline and process to drive growth from existing accounts

- Convert 5 key accounts to match the current mega accounts in the company

- Demonstrate successful execution and implementation of the new growth strategies

Expectation in year 1 -

- Lead a team of 10 Client Success Managers to drive the internal revenue growth goals and retain them

- Maintain and grow a stable upgrade and referral pipeline

- Build up the talent onboarding strategies, test them thoroughly, capture and analyze the results and implement improvements.

What are we looking for?

- 5+ years of customer success/client relationship experience, post-sales, or consulting role

- Strong work experience in client-facing roles such as account management, business development

- Very detail-oriented, tech-savvy and solution-oriented

- Proven track record and enthusiasm for driving outcomes with the ability to work under pressure

- Experience in onboarding, set up, training/product demos, resolution and escalation of issues, client retention.

- Able to use data to make decisions, simplify complex problems and express themselves thoughtfully

- Strong track record of identifying customer needs and successfully executing retention and adoption strategies

- Ability to challenge team members and be challenged, provide and receive feedback to achieve team goals

- Excellent communication and presentation skills with the ability to flex style depending on the audience (C-Level / Leadership / Team)

- Ability to adapt and thrive in a fast-paced environment and rapidly-changing market

- Bachelor's/PG degree required

What's in it for you?

- A fully remote (work from anywhere) role

- Receive a more-than-competitive salary plus benefits

- Performance driven and transparent work culture

- Enjoy a culture with opportunities for growth and learning

Women-friendly workplace:

Maternity and Paternity Benefits

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