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 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 B2 B Saa S 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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