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Customer Success Manager

2 weeks ago

Hyderabad, Telangana, India Darwinbox Full time ₹ 15,00,000 - ₹ 20,00,000 per year

Customer Success Manager ensures customers achieve their desired outcomes by building strong relationships, providing support, and guiding them through product adoption. They focus on customer retention, satisfaction, and driving long-term business growth.

About Darwinbox:
Darwinbox is Asia's fastest-growing HR technology platform. Brainchild of alumni from the world's most distinguished organizations (McKinsey, EY, Google), we are the preferred choice of 700+ global enterprises to manage their 2 million+ employees across 90+ countries.

Darwinbox's new-age HCM suite competes with local as well as global players in the enterprise technology space (such as SAP, Oracle, and Workday). The firm has acquired notable customers ranging from large conglomerates to unicorn start-ups: Vedanta, Mahindra, Glenmark, Adani Wilmar, Swiggy, DLF, Crisil, CRED, JG Summit Group, Cebu Pacific Air, Nivea, etc.

The vision of Darwinbox is to build a world-class product company from Asia and is backed by marquee global investors like Salesforce, Sequoia Capital, and Lightspeed Venture Partners and Microsoft.

Job Description:
We are looking for a techno-functional consulting champion who becomes the trusted advisor to clients and drives adoption of Darwinbox HRMS to ensure customer success.

Responsibilities:

  • Act as a techno-functional consultant and provide recommendations on process
  • Configure and manage client's instance on Darwinbox; Assist and Train clients to do it on their own
  • Devise engagement plans that consider customer business goals and map product capabilities to achieve these goals
  • Drive product adoption, increasing overall retention and achieve process success for customers
  • Support clients during critical HR events like Appraisal, Increments etc.
  • Support clients to resolve queries or bugs, as and when required
  • Gather feedback on product experience during the entire customer lifecycle via targeted surveys
  • Identify prime targets for up-sell/cross-sell and engage Sales team to execute on those opportunities
  • Share best practices with clients on how to achieve product success with Darwinbox
  • Identify risks proactively, mitigate and escalate as deemed appropriate

Requirements:

  • MBA/PGDM (preferably in HR) or relevant work experience after BE/BTech
  • 7+ years of experience in HR transformation & change management/HCM implementation and
  • customer management roles / HR consulting roles
  • Understanding of Technology systems. HRMS system implementation and understanding would be preferred
  • Good in MS Excel, Word and PowerPoint
  • Key behavioral traits: Agility, Analytical, Persistence and Ability to stretch
  • Experience in supporting MENA clients is preferred