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Customer Success Manager Experience: 5 - 8 Years Exp .Salary : Competitiv ePreferred Notice Perio d: Within 30 Day sShif t: 10:00AM to 7:00PM IS TOpportunity Type : Onsite (Mumbai )Placement Type : Permanen t (*Note: This is a requirement for one of Uplers' Client s) Must have skills require d :Sales, Upselling, cross sell ing Haptik (One of Uplers' Clients) is Looking for:Customer Success Manager who is passionate about their work, eager to learn and grow, and who is committed to delivering exceptional results. If you are a team player, with a positive attitude and a desire to make a difference, then we want to hear from you. Role Overview Descri ptionWhat we want to accomplish and why we need you?Haptik is one of the world's largest Conversational AI companies, having reached over 550+ million devices, and processed over 4.5 billion conversations till date. Haptik has been at the forefront of the paradigm shift of interaction from clicks to conversations. We have built a robust set of technology and tools that can enable any kind of conversational application. With a 220+ member strong team, Haptik is truly poised to lead the Conversational AI revolution with some of the best minds in the indu stry.We are on the lookout for a dynamic individual in the Customer Success Team who works closely with enterprise clients helping them achieve their business goals. This is a managerial role wherein you will deal with value enterprise clients dire ctly. What are Haptik's Core Company V alues:Ownership: You ensure things get done, get done on time, and get done corr ectly.Perseverance: You are resilient against setbacks, sticking with things until you su cceed.Agility: You are able to adapt to change without losing momentum and v ision.Impact: You deliver the highest-quality work and nothing short of excellence gives you work fulfil lment.Integrity: You are trustworthy and always do the right thing, no matter how easy or hard. What will you do ev eryday?You will have the opportunity to work closely with a variety of clients from top corporates, to fast-growing startups, to top eCommerce and internet companies in India. Each client has unique needs and you act as a trusted business advisor, helping them effectively leverage our chatbots to drive impact in mission-critical areas of their organization. At Haptik, Customer Success sits at the nexus of sales, platform, UX and product helping to drive company growth and transforming the conversational AI landscape in the world. Customer Success Managers act as consultative business partners to our largest customers, serving as a bridge between their needs and our product. You will be actively tracking and driving ROI for the clients under your management and you will be constantly thinking on doing things at scale. Do you thrive on consulting closely with clients on their core business objectives? Are you looking for truly fascinating and inspiring work, where you will work alongside an amazing team, harnessing the power of an extraordinary product, for a company with unlimited growth potential? If the answer is yes, then look no f urther. Ok, you're sold, but what are we looking for in the perfect ca ndidate?Business Advisor to our clients working towards achieving their business goals and success metrics. Ability to manage client relationships and expe ctationsGoal-oriented and data-driven to actively track bot performance and drive metrics like customer satisfaction, Adoption, and Usage for clients. Analyze customer data to improve the end-user ex perienceExperience with metrics like NRR - Net Recurring revenue, GRR, CSAT, and NPS. Work closely with cross-functional teams, internal and external with ease to drive the se goalsExcellent communication skills. Remember communication is not what you say but what other people und erstand.Be the user experience and solutioning expert, guiding the team to build right conversational experiences to solve client issues.Passionate about Customer Experience and ability to be an active voice in guiding Product RoadmapKeep up with the trends in the industry and platform capabilities of the comp etition.Manage all customer communications for your accounts and ensure that all customer issues are dealt with in an efficient and timel y mannerBe responsible for upselling and renewals, and increase the revenue per client.Help drive customer references and case studies, and produce reports and presentations to explain insights and results to marketing profes sionals.Identify patterns among bot performance and contribute towards developing best practices, FAQs, and knowledge base for using the Haptik platform and actively look for ways to improve process efficiencies and effec tivenessStrong team player with a success-oriented attitude and a keen focus on analyzing the objective of the project and achi eving itBe a cultural champion and energ y driver Requ irements*5-6 years of experience in Account Management/Client handling ProfilesExceptional communication skills, both oral and written, coupled with excellent listeni ng skillsAnalytical and data-driven with the ability to deal with multiple stak eholders.Demonstration of good product and consumer thinking during his/h er careerHands-on and a quick learner. Comfortable with learning new t echnologyBasic tech skills especially knowledge of API int egrationsThis role provides you access to the Personally Identifiable Information or Protected health information for which you will be abide to follow secure data handling practices to safeguard and protect s uch data. Requirements is such a strong word. We don’t necessarily expect to find a candidate that has done everything listed, but you should be able to make a credible case that you’ve done most of it and are ready for the challenge of adding some new things to yo ur resume. Tell me more a bout HaptikOn a roll: Announced major strategic partnership in April 2019 with Jio in a $100 mi llion deal.Great team: You will be working with great leaders who have been listed in Business World 40 Under 40, Forbes 30 Under 30, and MIT 35 Under 35 Innovators.Great culture: The freedom to think and innovate is something that defines the culture of Haptik. Every person is approachable. While we are working hard, it is also important to take breaks to not get too worked up.Huge market: Disrupting a massive, growing AI market. The global market is projected to attain a valuation of $9 billion by the e nd of 2024.Emerging technology: We are moving to an AI-first world, and Haptik is one of the largest AI-first companies globally, based ou t of India.Impact: A fun and exciting start-up culture that empowers its people to make a h uge impact. Working hard for things that we don't care about is stress, but working hard for something we love is called passion! At Haptik we passionately solve problems in order to be able to move faster and each Haptikan imbibes our key values of honesty, ownership, perseverance, communication, impact, curiosity, courage, agility and s elflessness. How to apply for this opportunity:Easy 3- St e p Process:1. Click On Apply! And Register or log in on our portal2. Upload updated Resume & Complete the S creening Form3. Increase your chances to get shortlisted & meet the client for t he Interview! Abo ut Our Client:Jio Haptik has pioneered AI-powered innovation since 2013, processing 10B+ conversations and 10M+ transactions across 10+ channels and in 135 languages for 500+ enterprises. Today, it’s helping brands make the transition to Generative AI and unlock end-to-end customer experience at scale. Haptik has two lines of products - Contakt & Interakt - that respectively enable enterprises and SMEs to solve for their customers’ biggest pain points. The company is a Category Leader across platforms including Gartner, G2, Opus Research & more. “Tech Startup of the Year” in the AI category and gold medal for “Best Chat & Conversational Bot” are two of Haptik’s recent awards & recognitions. Its prominent clients include Jio, Paytm, Adani, Paisabazaar, Puma & Whirlpool.In 2019, Reliance Jio acquired Haptik, integrating it into Jio Platforms to drive digital transformation through cutting-edge AI and chatbot technology. This strategic move strengthened Jio's vision of a smarter, con nected future . About Uplers:Uplers is the #1 hiring platform for SaaS companies, designed to help you hire top product and engineering talent quickly and efficiently. Our end-to-end AI-powered platform combines artificial intelligence with human expertise to connect you with the best engineering tal ent from India.With over 1M deeply vetted professionals, Uplers streamlines the hiring process, reducing lengthy screening times and ensuring you find the perfect fit. Companies like GitLab, Twilio, TripAdvisor, and AirBnB trust Uplers to scale their tech and digital teams effectively and co st-efficiently.Experience a simpler, faster, and more reliable hiring process wit h Uplers today.
