Head of Customer Success
3 days ago
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IMPORTANT NOTE PLEASE READ BEFORE PROCEEDING FURTHER
In order to be considered for this role, please apply via LinkedIn AND fill out this form: We will only consider applicants who have completed both steps.
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Title: Head of Client Success (Bangalore, Ahmedabad)
Company: Awaaz.De is building customer engagement AI to make financial services more inclusive and delightful. Top banks and NBFCs, including Axis, Ujjivan, RBL, and LTFS, use our platform for mobile communication to acquire, onboard, inform, nudge, support, and transact with customers. We currently reach 1 Cr. unique financial customers monthly pan-India in 11 languages.
In 2024, Awaaz.De embarked on the next evolution of its product stack powered by advances in generative AI and vernacular real-time speech recognition. We are developing a voice-first, conversational AI in Indic languages to offer natural, interactive, hyper-personalized customer engagement. Awaaz.De’s vision is to make customer engagement truly customer-centric through agents that understand and empathize with each customer deeply. Join our leap from IVR communication to AI-enabled conversations for the next 3 billion users in emerging markets who prefer local-language voice conversations over mobile.
Awaaz.De is funded by Miller Center, Bill & Melinda Gates Foundation and IIM-A CIIE.CO , with investment syndicated by Aavishkaar-Intellecap Group . Our technology is based on CEO Dr. Neil Patel’s Stanford U. Computer Science Ph.D. research and is shown by a Harvard U. study to yield a 10X social impact ROI.
Role Summary: You’ll lead Awaaz.De’s Client Success (CS) team, working closely with Business Development, Engineering, and Product teams to ensure an exceptional client experience for many of the leading financial institutions in India.
Responsibilities:
- End-to-end, hands-on ownership of 12+ existing enterprise bank and NBFC accounts, ensuring smooth day-to-day operations, driving account growth through cross-sell and up-sell, maintaining strong relationships with senior decision makers, troubleshooting issues, maintaining invoice schedules, and closing contract renewals
- Manage, coach, mentor a seasoned team of 3 associates and managers; recruit and hire to support business growth
- Skillfully, empathetically, strategically manage relationships and expectations across key internal and external stakeholders; level with executives at top Indian banks
- Build strong network within BFSI and financial inclusion sector specifically through events, conferences, and social media
- Collaborate with Business Development to smoothly onboard, retain, and scale accounts; professionally present results/business impact results to clients
- Collaborate with Engineering to configure, monitor, and troubleshoot large-scale implementations reaching millions of end-customers
- Collaborate with Product to understand, share, and prioritise client and end-user needs to improve product/service offering and; represent the client’s voice in product design and roadmapping; provide design input and support launch of new features/innovations
- Participate in core executive team strategic planning and decision-making; report directly to the CEO
Desired Profile:
- Obsessive about helping enterprise clients generating meaningful business value from technology products and services
- Exceptional listener and trust-builder; able to build and maintain strong and deep relationships with external and internal stakeholders
- Natural leader and coach; proven track record effectively managing teams. Your direct reports should consider you the best manager they ever had
- 4-8 years experience most recently as Head or Sr. Mgr. in either/both of:
- Credit, Product, Customer Service, Operations, Risk, and/or Field Audit roles in the Banking, Financial Services and Insurance (BFSI) context
- Customer/Client Success/Upsell for an enterprise FinTech/CPaaS/CRM SaaS with 50+ employees
- Relevant knowledge, network, and/or experience in BFSI, particularly top-30 retail Microfinance players (banks, SFBs, MFIs, NBFCs and/or BCs)
- Financial/enterprise SaaS product design experience/orientation a plus
- Fluency in Excel (including Macros), PowerPoint, GSuite, Asana, Slack
- Strong organizational, prioritization, detail-orientation, and project management skills
- Exceptional interpersonal and communication skills; can take feedback non-defensively from bottom and top and follow through on addressing it
- Experience working in a startup environment requiring hustle and self-direction
- Self-directed, agile leader with the ability to provide cross-functional operational leadership in complex and uncertain environments
Compensation: Starting compensation is ₹15-25 LPA or commensurate with experience and expected value to the company
Team members also enjoy a family-like atmosphere, health and wellness benefits, ample leave, and financial support for personal and professional skills development. Our team tells us what’s most special about working at Awaaz.De is knowing that your daily work is serving and empowering millions of people who genuinely need and benefit from what we do .
Travel: This position is expected to travel 20-40% of the time within and outside Mumbai/Bangalore to client offices, client field locations, and Awaaz.De’s Ahmedabad HO.
Reporting Manager: Co-Founder & Chief Executive Officer (CEO)
How to Apply: Please submit your application here -
Awaaz.De welcomes diversity and is proud to be an equal opportunity employer. Individuals are encouraged to apply regardless of gender, caste, sexuality, age or background.
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