Customer Success Consultant

Company Description

Akrivia HCM is a comprehensive HRMS SaaS platform designed to manage the entire employee lifecycle efficiently. With 9 HR products and over 40 modules, it leverages AI to automate routine tasks, boosting strategic productivity. The platform's seamless integration with third-party ERP and tools provides users with a unified and employee-centric experience. Serving over 100 enterprises across India, GCC, and SEA, including renowned names like McDonald's and Mitsubishi Electric, Akrivia HCM is recognized for its scalability, configurability, and innovative features that elevate the employee and HR experience.

Role Description

This is a full-time on-site role for a Customer Success Consultant based in Hyderabad. The primary responsibilities include ensuring high customer satisfaction through effective engagement, addressing client needs, and building strong customer relationships. The role involves managing client accounts, providing continuous support, ensuring optimal solution utilization, and analyzing client feedback to drive improvements and renewals.

What we seek:

•
Previous experience in B2B SaaS onboarding/Customer Success roles, ranging from 2 to 4 years, is required.

• Demonstrated enthusiasm for technology, especially within the realm of HR technology, is essential.

Skills:

Effective Communication:
Proficiency in both verbal and written communication is crucial for client interaction, comprehension of their needs, and the clear conveyance of information
.

Relationship Cultivation:
Building and maintaining positive client relationships is pivotal for fostering trust, loyalty, and satisfaction.

Empathy and Active Listening:
Understanding and empathizing with clients' concerns, and actively listening to their feedback, are key components for addressing their needs effectively.

Problem-Solving:
The ability to identify and resolve client issues, whether technical or operational, is vital for ensuring satisfaction and retention
.

Product Mastery:
Comprehensive understanding of the product or service is necessary to offer valuable insights, support, and guidance to clients
.

Project Management:
Strong organizational and project management skills are essential for managing multiple client accounts and ensuring seamless implementation and delivery of services.

Analytical Aptitude:
Analysing data and metrics to track client success, pinpoint areas for improvement, and make data-driven decisions is crucial for optimizing customer outcomes.

Adaptability:
Being adaptable to evolving client needs, industry trends, and internal processes is necessary to effectively support clients and drive success.

Job Description:

• Enhance client utilization of Akrivia modules and formulate strategies to aid in maximizing their product/module usage.
• Ensure timely and efficient resolution of all client support queries/tickets.
• Proactively deliver product training, communicate feature updates, and offer refreshers to clients.
• Conduct quarterly business reviews with senior stakeholders to align product deliveries with client business objectives.
• Address client inquiries, complaints, and concerns adeptly to ensure positive customer experiences and outcomes.
• Assist clients in aligning Akrivia products with their existing policies and procedures.
• Develop tailored solutions to meet client needs utilizing available features and functionalities.
• Facilitate product adoption by ensuring client contacts understand various features and benefits and receive adequate training for effective utilization.
• Monitor customer health metrics proactively, identifying signs of churn risk, and implementing strategies to enhance customer retention and drive renewals.
• Solicit feedback from customers regarding their experiences, pain points, and suggestions for improvement, utilizing this input to inform product development and service enhancements.