Customer Success Manager

Role - Customer Success Manager

Keka

What we're looking for:

• Prior experience of min 3 years and a max of 6 years in B2B SaaS onboarding/Customer Success roles

• Prior experience of min 3 years and a max of 6 years in business / HR consulting roles or HR operations

• Person with a keen interest in technology in general and HR technology in particular

Key Skills:

• Listening comprehension – Ability to listen to the client, decipher said and unsaid needs/wants, and draw smart conclusions from conversations

• Effective communication – Ability to clearly state facts and share accurate information on time. Provide clear and concise answers to client queries, doubts, and questions.

• Project Management – Ability to manage multiple projects and tasks at the same time while maintaining clear track of things to ensure stuff gets done every hour every day.

• Curiosity – Be curious about Keka products, and client business processes to ensure we understand things deeply to be able to offer effective solutions and build long-term relationships

• Product Knowledge and Business Acumen – Understands most modules and their functionalities. Connects product features to client needs.

• Problem-solving – Ability to understand technical and non-technical problem statements and be able to build effective solutions. Being able to rally necessary individuals from within Keka and from client organizations for such solutions.

Key Job Responsibilities:

• Focus on client usage of Keka modules and prepare a plan to help the client improve product/module usage
• Effectively and efficiently close all support queries/tickets raised by the client
• Proactively provide product training, feature updates, and refreshers to client
• Conduct quarterly business reviews with senior stakeholders to align product deliveries to client business outcomes
• Effectively handle client queries, complaints, and questions to ensure positive customer experience and outcomes
• Help customers map Keka product/s to their existing policies and processes
• Ensure effective solutions are created for client needs based on available features and functionalities of Keka products
• Configure efficient solutions on the client Keka instance
• Maintain and follow the laid down onboarding processes as per existing SOPs
• Adhere to defined timelines and deliveries of the Keka onboarding process
• Enable product adoption by ensuring client POC understand various features and functionalities, and their benefits, and are sufficiently trained to be able to use the product effectively
• Handle client queries and grievances during the onboarding process. Effectively consult with various client POCs to resolve product, process, or other challenges