Customer Success Manager

About Probe

Probe42 is a leading Fintech company that offers rich data insights on companies in India. Our platform provides access to over 500+ data points on 2.5 million companies, which are meticulously collected and curated from 760 data sources. Our comprehensive data points comprise detailed financials, such as balance sheets, profit and loss accounts, and ratio analyses. Additionally, we offer compliance checks from multiple regulatory sources, information on all directors in India, and legal data that includes curated cases related to companies in all major tribunals, high courts, and district courts. Our data is also available through an API for easy integration.

Our services have enabled banks and businesses to make informed decisions and achieve better outcomes through accurate, high-quality data on companies. We have a strong and growing customer base of leading banks, financial services companies, corporations, and auditors across India and our application is extensively used by credit, sales, and risk teams. By providing timely access to quality data, Probe continues to help reduce bad debt in India by a significant amount. Our team comprises individuals who are passionate about delivering genuine value to our customers. As we continue to expand, we are always seeking people who share our values and are committed to doing the right thing. We maintain an environment that recognizes and rewards merit and is driven by hard work.

We are an Accel Partners funded company.

Role:
Customer Success Manager

Team:
Sales

Location:
Bangalore

Report To:
Senior Vice President – Sales

Role Description:

The Customer Success Manager will provide ongoing support to our clients and network with them. The candidate should be able to contribute to building relationships, and implementing new programs that will increase our business' revenue potential and minimize churn rates.

Responsibilities

• Run the CS and Growth team as a profit centre with established revenue targets with clear user activation and retention goals within the customer portfolio
• Build the customer engagement and service strategy for Probe 42, own it and drive it through our portfolio of customers across Platform, APIs and any other in the future
• Productivity matrix and milestones for the CS employees and agents to work toward as per market benchmarks
• Assist in creating training courses and enablers for onboarding and CS employees
• Oversee customer onboarding and guide them through P42 user procedures, ensuring compliance with the user activation process

• In the case of P42 Business,

• ensure customer engagement, and usage and therefore increase recurring purchases of credits

• feed the sales funnel by generating leads/ data flowing from Digital marketing, campaigns, and events

• Create an Onboarding model for API customers. Also, manage day-to-day help desk for these customers

• Promote the value through customer experience and therefore create upsell opportunities amongst customers
• Review customer complaints and concerns and seek to improve the customer experience
• Be the voice of customers for future product development needs, and also complete the feedback loop with the sales team. Recommend strategies to expand market reach for Probe42

Skills

Delivery Orientation

• Demonstrated hands-on experience in autonomously overseeing a call center unit, with a focus on agent management, productivity, quality, and compliance
• Understanding of ROI from the channel

Strategic Intent

• Willingness to take on challenges and to challenge the existing norms/current status quo. Build, and iterate the CS strategy for optimal results
• The skill of being able to perform effectively in a fast-paced and innovative work environment while demonstrating flexibility, proactivity, resourcefulness, and efficiency

People Management

• Demonstrate People management skills through empathy, enablement, and leadership
• Exceptional interpersonal skills to establish key relationships with diverse stakeholders across internal teams and customers

Qualifications and Experience

• Min Graduate with more than 10 years' work experience with at least more than 5 years in leading a team
• Experience in managing cross-functional stakeholders both within and outside the company

Our commitments

• We are an equal-opportunity employer and encourage diversity in the workplace
• We strongly believe in a healthy work-life balance
• Everyone is encouraged to manage their time as effectively as possible in line with their commitments. We have guidelines for office hours, but every employee can choose their own hours of work
• Our values are very important to us, and we will not compromise on them under any circumstances
• We are committed to the growth of every employee