![[Indonesia] Customer Success Manager](https://static.recruitery.co/uploads/images/334b39155c734f048344bf76a26da677_20210505094924.png)
Mô tả công việc
1. Manage a team of Customer Success Associates and Consultants and a portfolio of clients/accounts assigned to them.
2. After a deal is closed, coordinate with the Implementation team to ensure a seamless handover with respect to the scope, clients’ processes, their stakeholders, and expectations.
3. Be the key point of contact for these accounts/clients after the Customer Success Consultants. Cultivate and maintain a trusted partnership with the client and manage stakeholders especially those at the leadership levels. Lead them into the direction of being evangelist/champion.
4. Support the client and align internal stakeholders/team members to diffuse/resolve any challenging situations.
5. Provide recommendations to the clients on their HR strategy and processes considering their challenges, processes, and product capabilities.
6. Drive capability building activities for clients like training them on new features and build use-cases for them keeping in mind the context of client’s processes and challenges.
7. Devise engagement plans that consider customer business goals and map product capabilities to achieve these goals.
8. Drive activities and campaigns to increase adoption and stickiness of the product.
9. Assess feedback from the clients on the product across the lifecycle and track the resultant action items internally to ensure that they are closed.
10. Identify cross-sell and upsell opportunities for revenue expansion. Coordinate with the Sales team to execute on these opportunities.
11. Share best practices with clients on how to leverage product in line with being a Subject Matter Expert (SME).
12. Conduct periodical (weekly, monthly, and quarterly) governance meetings/reviews to align the internal as well as client stakeholders.
13. Identify risks proactively, mitigate, and escalate as deemed appropriate.
14. Evaluate the partnership across parameters pertaining to the quality of support, speed of delivering on action items, and customer delight. Drive continuous improvements across clients and propose improvements on the standard Customer Success processes and mechanisms in place.
2. After a deal is closed, coordinate with the Implementation team to ensure a seamless handover with respect to the scope, clients’ processes, their stakeholders, and expectations.
3. Be the key point of contact for these accounts/clients after the Customer Success Consultants. Cultivate and maintain a trusted partnership with the client and manage stakeholders especially those at the leadership levels. Lead them into the direction of being evangelist/champion.
4. Support the client and align internal stakeholders/team members to diffuse/resolve any challenging situations.
5. Provide recommendations to the clients on their HR strategy and processes considering their challenges, processes, and product capabilities.
6. Drive capability building activities for clients like training them on new features and build use-cases for them keeping in mind the context of client’s processes and challenges.
7. Devise engagement plans that consider customer business goals and map product capabilities to achieve these goals.
8. Drive activities and campaigns to increase adoption and stickiness of the product.
9. Assess feedback from the clients on the product across the lifecycle and track the resultant action items internally to ensure that they are closed.
10. Identify cross-sell and upsell opportunities for revenue expansion. Coordinate with the Sales team to execute on these opportunities.
11. Share best practices with clients on how to leverage product in line with being a Subject Matter Expert (SME).
12. Conduct periodical (weekly, monthly, and quarterly) governance meetings/reviews to align the internal as well as client stakeholders.
13. Identify risks proactively, mitigate, and escalate as deemed appropriate.
14. Evaluate the partnership across parameters pertaining to the quality of support, speed of delivering on action items, and customer delight. Drive continuous improvements across clients and propose improvements on the standard Customer Success processes and mechanisms in place.
Yêu Cầu Công Việc
1. 6+ years of experience in HR tech implementation, HR consulting, or HR roles.
2. Bachelor’s/undergraduate degree and an MBA/master’s degree is mandatory.
3. Experience in managing teams is a must.
4. Understanding of HR or educational background in the same will be an added advantage.
5. Required technical competencies:
5.1. Understanding how an HCM (Human Capital Management platform) works
5.2. Productivity tools like MS Word, and MS PowerPoint
5.3. Ability to work with complex data-sets, validate data, and use tools like MS Excel
6. You will thrive in this role if you are
6.1. A hustler who can work in a fast-paced environment, stretch yourself, and go above and beyond the call of duty to learn, grow, and leave an impact
6.2. Responsible and take complete ownership of projects and teamwork assigned to you
6.3. Curious and can learn things fast
6.4. Analytical and can solve problems on-the-go
6.5. Diligent and can track action items, follow-up, ensure smooth delivery, and manage project documentation
6.6. A leader who leads with example and a team player who is dependable and helpful
6.7. A people’s person who can manage and mentor a team, communicate well, manage tough conversations, and get along with external and internal stakeholders across functions to get things done
2. Bachelor’s/undergraduate degree and an MBA/master’s degree is mandatory.
3. Experience in managing teams is a must.
4. Understanding of HR or educational background in the same will be an added advantage.
5. Required technical competencies:
5.1. Understanding how an HCM (Human Capital Management platform) works
5.2. Productivity tools like MS Word, and MS PowerPoint
5.3. Ability to work with complex data-sets, validate data, and use tools like MS Excel
6. You will thrive in this role if you are
6.1. A hustler who can work in a fast-paced environment, stretch yourself, and go above and beyond the call of duty to learn, grow, and leave an impact
6.2. Responsible and take complete ownership of projects and teamwork assigned to you
6.3. Curious and can learn things fast
6.4. Analytical and can solve problems on-the-go
6.5. Diligent and can track action items, follow-up, ensure smooth delivery, and manage project documentation
6.6. A leader who leads with example and a team player who is dependable and helpful
6.7. A people’s person who can manage and mentor a team, communicate well, manage tough conversations, and get along with external and internal stakeholders across functions to get things done
Ưu tiên với ứng viên
- History of dealing with senior stakeholders like CXOs will be an added advantage.
Tại sao ứng viên nên ứng tuyển vào vị trí này
- You will be a part of a passionate and high calibre team playing a pivotal role in building the coolest next-generation enterprise product.
- You will have solid and fast-paced learning to solve complex challenges for employees of India’s most reputed companies. We promise you the best-in-industry compensation. More importantly, we will provide you challenging yet fun-filled working environment, exposure to complete product development lifecycle, real-time business challenges and how you are going to address them through digital products.
- Best in industry benefits - Company provided medical insurance for you and your family (not included in CTC), Free snacks, sponsored games like beach volleyball and badminton and a lot of partying :)
- You will also have a chance to work with and be mentored by the founders directly
- You will have solid and fast-paced learning to solve complex challenges for employees of India’s most reputed companies. We promise you the best-in-industry compensation. More importantly, we will provide you challenging yet fun-filled working environment, exposure to complete product development lifecycle, real-time business challenges and how you are going to address them through digital products.
- Best in industry benefits - Company provided medical insurance for you and your family (not included in CTC), Free snacks, sponsored games like beach volleyball and badminton and a lot of partying :)
- You will also have a chance to work with and be mentored by the founders directly
Quy trình phỏng vấn
1.Phone interview; 2. Demo Round with Director
Thông tin thêm
- Manage the team of 3-4 members
- The common reason for rejection (based on the past): HR Functional Knowledge or HR Tech orientation not upto the expectation
- Working hours: 9AM - 6PM, Mon - Fri
- Working from home at the moment
- The common reason for rejection (based on the past): HR Functional Knowledge or HR Tech orientation not upto the expectation
- Working hours: 9AM - 6PM, Mon - Fri
- Working from home at the moment
Địa Điểm Làm Việc
Singapore | Philiipines | Malaysia | Indonesia | Vietnam | Thailand
