Customer Success Manager

4 weeks ago

Hyderabad, Telangana, India Keka HR Full time

Role - Customer Success Manager

Keka has been a silent revolution in the making from our launch four years ago. Our steadfast focus on building an employee-centric HR platform was well-received by more than 5400 businesses across India and the world. Today we are India's #1 platform in the segment with the greatest number of new customers adopting the platform. All with zero advertising spend and pure customer love.

What we're looking for:


• Prior experience of min 3 years and a max of 6 years in B2B SaaS onboarding/Customer Success roles


• Prior experience of min 3 years and a max of 6 years in business / HR consulting roles or HR operations


• Person with a keen interest in technology in general and HR technology in particular

Key Skills:


• Listening comprehension – Ability to listen to the client, decipher said and unsaid needs/wants, and draw smart conclusions from conversations


• Effective communication – Ability to clearly state facts and share accurate information on time. Provide clear and concise answers to client queries, doubts, and questions.


• Project Management – Ability to manage multiple projects and tasks at the same time while maintaining clear track of things to ensure stuff gets done every hour every day.


• Curiosity – Be curious about Keka products, and client business processes to ensure we understand things deeply to be able to offer effective solutions and build long-term relationships


• Product Knowledge and Business Acumen – Understands most modules and their functionalities. Connects product features to client needs.


• Problem-solving – Ability to understand technical and non-technical problem statements and be able to build effective solutions. Being able to rally necessary individuals from within Keka and from client organizations for such solutions.

Key Job Responsibilities:

  • Focus on client usage of Keka modules and prepare a plan to help the client improve product/module usage
  • Effectively and efficiently close all support queries/tickets raised by the client
  • Proactively provide product training, feature updates, and refreshers to client
  • Conduct quarterly business reviews with senior stakeholders to align product deliveries to client business outcomes
  • Effectively handle client queries, complaints, and questions to ensure positive customer experience and outcomes
  • Help customers map Keka product/s to their existing policies and processes
  • Ensure effective solutions are created for client needs based on available features and functionalities of Keka products
  • Configure efficient solutions on the client Keka instance
  • Maintain and follow the laid down onboarding processes as per existing SOPs
  • Adhere to defined timelines and deliveries of the Keka onboarding process
  • Enable product adoption by ensuring client POC understand various features and functionalities, and their benefits, and are sufficiently trained to be able to use the product effectively
  • Handle client queries and grievances during the onboarding process. Effectively consult with various client POCs to resolve product, process, or other challenges

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