3 Days Left) Customer Success Manager

4 weeks ago

Hyderabad, Telangana, India Keka HR Full time
Job Description

- We Came. We Saw. We Disrupted.

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 Indias #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&aposre 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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