Associate - Customer Success

2 weeks ago

Gurugram Haryana, India GoKwik Commerce Solutions Pvt. Ltd. Full time

**About us**

GoKwik was founded in 2020 with one simple mission, to democratize the shopping experience and increase the GMV realization for e-commerce businesses. The company is backed by Sequoia Capital India, Matrix Partners India, RTP Global, and marquee angels.

GoKwik is an e-commerce enablement company focussed predominantly on solving crucial e-commerce issues like boosting conversion rates across the e-commerce funnel and reducing RTO for our partners. It leverages AI/ML technologies to solve hard-hitting problems like RTO to increase CoD conversion rates. GoKwik's 1-click Kwik checkout improves checkout conversion rates ensuring higher GMV realization and reduced marketing CAC.

**Role Summary**

As an Associate - Customer Success in the Merchant Success Team, you will be responsible to Interact & handle our Merchants/Accounts & leverage data to drive conversion improvements, provide key data-driven insights & indirectly improve GMV of Merchants, Further Customer Success Manager's would be closely working with our Customer Engineering, Technology & Product Team.

**You’ll be successful in this role if you**:

- Analyze the impact of change on conversion rates, returns by running various A/B experiments for merchants.
- Generating actionable Insights through analysis of key metrics across functions.
- Identify the root cause through deep analysis of data to reach a point where actionable solutions can be designed
- Build long-lasting value-based relationships with partners and create GoKwik Champions.
- Define, track, measure and report key metrics that need to be monitored to improve Partner's conversion rates.
- Devise mechanisms for control, performance monitoring, and reporting to internal stakeholders.
- Assist in investigating and drafting cost / benefit analysis and business requirements showcasing potential solutions for business initiative.
- Working cross-functionally with business teams to ensure development and implementation of programs as per timelines.
- Build knowledge in a specific segment or function through proactive market research. Highlights key trends and insights to drive innovation and growth for GoKwik and our merchant partners. Is able to think about actionable vs. non-actionable insights.

**We’re Excited About You If You Have**:

- Experience in working on a B2B SaaS Product in a customer facing role.
- Experience defining requirements and using data and metrics to draw business insights.
- Experience making business recommendations and influencing stakeholders.
- 1+ years relevant experience in financial/business analysis
- High Comfort with Excel.
- Experience making business recommendations and influencing stakeholder
- 1 - 2 years of Work exposure of working with data rich environments like Ad-Tech, Fin-Tech, E-Commerce Business Analysis.
- Experience in developing requirements and formulating business metrics for reporting, familiarity with Metabase, Excel

**Our Core Value Cultures**:

- Merchant 1st
- Innovation
- Talent

**We’re A Remote 1st Company**

Our Organization was established right in middle of the pandemic, hence we don’t have location barriers across our team, In Fact more than 90% of our Employees “Work from Anywhere” - Which helps in being more flexible in our personal lives and spend less time commuting - At the same time, being together in person is an important part of our culture and shared success. We’ll collaborate in person at a regular cadence and with purpose

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