Wishup - Head - Client Success

Description:About WishupWishup is Indias largest remote work platform (since 2017), connecting global businesses with top remote professionals in roles such as Virtual Assistants, Operations/Admin Managers, Executive Assistants, Project Managers, Bookkeepers, and Accountants. With a stringent 0.1% acceptance rate, each professional is upskilled and managed via our AI-based remote work tool.Backed by marquee investors (Orios Ventures, Inflection Point Ventures, 500 Startups, and Tracxn Labs), Wishups leadership team includes alumni from premier institutes like IIT Madras, IIM Ahmedabad, IIT Kanpur, IIT Bombay, and DCE.About the role, Key notes:Profile - Client Success HeadRole - Full-timeGrade - Sr. Manager / AVPLocation - BengaluruWork hours - Mon to Fri / US Shift (6:30 PM to 3:30 AM IST)What will you do?- Develop Healthy Client Relationship - Create engagement strategies with clients to develop a professional relationship through the provision of products and operational services, training, and customer services.- Enhance Client Training - Makes sure that clients are aware of resources available for learning about Wishups service and that theyve got tools letting them take advantage of everything Wishup offers.- Evaluate and Analyze Client Needs - Regularly checking on how Wishups 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 the clients feedback is heard and acted upon. Be the voice of the clients in the company, and mediate between the clients requests and the companys 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 Wishups potential. With an in-depth understanding of the Clients 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 the 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 to deliver an exceptional client experienceExpectation 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 portfolioExpectation 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 targetExpectations till Month 6 :- Identify gaps in the 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 strategiesExpectation 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?- 4+ 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, and 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 on 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- Bachelors degree requiredWhats 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 (ref:iimjobs.com)