Customer Success Manager

About the Company:

Credgenics is India's leading SaaS-based debt collection platform. Our platform helps Banks, Non-banking finance companies, FinTech, and ARC’s worldwide to digitize and automate their collection processes, helping them improve recovery rates, decrease time to collect, and increase the efficiency of their collection spends.

We at Credgenics understand that achieving growth requires a culture of constant motion; exploring new technologies, being ready to handle any challenge at a moment's notice, mastering consistency in an ever-changing world - that's what it takes to get there. If that's something you want to be a part of, apply today!

Responsibilities:

• One of the key requirements of this job is to create sticky relationship with client stakeholders across different levels and verticals to identify opportunity to expand the accounts and increase the revenue
• Develop a deep understanding of customer needs and be able to tie them to specific Credgenics use cases, product features, benefits, and value propositions - and ensure your team knows how to communicate them effectively
• Improve customer satisfaction, and generate new business (upsell and cross-sell)
• Serve as the internal voice of the customer and advocate for your clients’ needs (services, support, product management, executive alignment)
• Manage and track key performance indicators (KPIs) – including renewal, consumption, adoption and expansion commitments – to ensure exceptional, predictable results
• Identify opportunities for customer references and case studies
• Drive the strategy and alignment to deliver key company and customer success objectives including but not limited to - GRR, NRR, Advocacy and Product adoption
• Track the engagement metrics and lead the account reviews seeking feedback and providing support at every touchpoint for optimum value delivery.
• Conduct engagement and training activities such as webinars, product demonstrations, etc.
• Create adoption benchmarks and forecasts based on business use cases.

Qualifications:

• B. Tech/ MBA from a premier College or University.
• 3+ years of experience in an Customer Success/Account Management role with a track record of delivery and implementation of SaaS solution or subscription-based product in a fast-paced environment.
• Experience in working with BFSI segment is nice to have
• Ability to create new business opportunities through relationship building with key decision makers.
• Adept at working cross-functionally to deliver results.
• Deep understanding of the financial services ecosystem having a strong grasp of financial and/or legal terminology would be an added advantage.
• Strategic thinker with the ability to decode technical solutions for a non-technical clientele.
• Analytical and process-oriented with good knowledge of value drivers in recurring revenue business models.
• Strong organizational, time management and prioritization skills.
• Proactive and detail oriented with excellent communication skills and creative thinking ability.
• Experience using customer success software, CRM software, and Google Applications
• Excellent executive communication, negotiation and presentation skills
• Passion for solving client challenges and commitment to client delight

What’s in it for you?

At Credgenics we know that people are the heart of the business, and we prioritize their welfare. We offer a wide range of competitive benefits in areas including health, family, convenience, growth, and relocation.

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to anything that makes you who you are - your gender, race, sexuality, religion, or a secret aversion to coriander. All you need is passion and a desire to be part of one of the fastest-growing startups in an incredibly exciting space.