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Moneyview - Customer Success Manager
4 weeks ago
About the Role:
We are seeking a highly motivated and client-focused Customer Success Manager to join our growing team in Hyderabad. In this critical role, you will be the primary point of contact and trusted advisor for our corporate clients (employers), ensuring their successful onboarding, adoption, and continued satisfaction with our product (Jify).
You will manage the entire client journey, from initial implementation to ongoing relationship management, proactively identifying opportunities for value creation and serving as the voice of the customer within Moneyview. This role demands a blend of project management, relationship building, analytical thinking, and a passion for driving positive client and end-user outcomes.
Key Responsibilities:
Client Onboarding & Implementation Management:
- Oversee and manage the end-to-end implementation process for new corporate clients, ensuring a timely, smooth, and successful launch of the Jify platform.
- Coordinate with internal teams (Product, Tech, Operations) and client stakeholders to facilitate data integration, configuration, and go-live activities.
- Develop and execute comprehensive onboarding plans tailored to each client's specific needs.
Strategic Communication & Adoption:
- Craft and disseminate effective communication plans to clients (corporates/employers) for broad distribution to their employees via email, social media, internal portals, and other digital channels, driving awareness and adoption of Jify.
- Proactively engage with clients to understand their internal communication strategies and optimize messaging for maximum impact.
Process Improvement & Efficiency:
- Actively identify, propose, and lead process improvement projects aimed at enhancing the efficiency and effectiveness of both client (employer) and end-customer (employee) onboarding journeys.
- Streamline workflows and ensure scalable processes as our client base grows.
Client Relationship Management & Insight Sharing:
- Proactively manage and nurture strong, long-term relationships with key client stakeholders.
- Regularly share valuable data insights, usage trends, and impact reports with clients to demonstrate product value and build their conviction in Jify.
- Conduct business reviews to align on objectives and showcase ROI.
Customer Cohort Understanding:
- Develop a deep understanding of the unique customer cohorts (employees) at various client sites, including their demographics, needs, and behaviors, to better tailor support and drive engagement.
Product Demos & Presentations:
- Deliver engaging and impactful product demonstrations and presentations at various forums, including client offices, industry events, exhibitions, and webinars, to both clients (employers) and their employees (end-customers).
Performance Tracking & Reporting:
- Assist clients with tracking and reporting on the performance and adoption metrics of the Jify platform within their organization.
- Generate regular reports for internal and external stakeholders on key customer success metrics.
Issue Management & Risk Escalation:
- Act as the first point of contact for client and customer concerns, proactively resolving issues.
- Efficiently escalate any critical issues, risks, or complex technical challenges to management and product teams, ensuring timely resolution and clear communication.
Product Feedback & Enhancement:
- Proactively gather and synthesize client and employee feedback, channeling valuable insights into the product teams to inform and drive product enhancements and new feature development.
- Support product teams in conducting periodic employee feedback sessions.
Data Management & CRM Hygiene:
- Accurately manage and update the company's internal databases and customer relationship management (CRM) systems (e.g., Salesforce, HubSpot) to ensure clean data, accurate client records, and transparent reporting.
Required Skills & Minimum of 5+ years of experience in account management, client relationship management, or customer success roles.
- Highly Desirable: Experience within a B2B business environment, a department of a financial institution, a FinTech company, or a SaaS company.
- Desirable: Experience in a customer support or sales support role at a bank, FinTech, or NBFC.
Domain Knowledge:
- Familiarity with the financial services industry, especially FinTech products or employee benefits platforms, is a strong plus.
Client Relationship Skills: Proven ability to build, maintain, and grow strong client relationships.
Communication & Presentation: Exceptional verbal and written communication skills, with proven experience in delivering impactful presentations and product Strong analytical and problem-solving skills with a proactive approach to identifying and resolving client issues.
Project Management: Demonstrated ability to manage multiple client implementations and projects concurrently, ensuring timely delivery.
Data Savvy: Ability to understand and interpret data insights, and effectively communicate them to clients.
Tech Proficiency: Comfortable with digital tools, CRM systems, and communication platforms.
Education (Desirable): A Bachelor's degree in Business, Commerce, Management, or a related field.
Why Join Moneyview?
Impactful Role: Play a crucial role in the success of our product and the financial well-being of thousands of employees.
Growth Opportunity: Be part of a fast-growing FinTech company with ample opportunities for professional development.
Dynamic Environment: Work in a collaborative, customer-centric, and innovative team culture.
Direct Impact: Your work will directly influence product development and client satisfaction.
