Manager-Customer Success

Job Description

Perfios, a global B2B SaaS fintech founded in 2008, serves the Banking, Financial Services and Insurance industry in 18 countries. It empowers over 100 Financial Institutions with pioneering software platforms and products that facilitate faster decision-making and processing a high volume of transactions. With headquarters in Bangalore and offices worldwide, Perfios has received significant funding to support its growth and innovation, including $80 million from Teachers’ Venture Growth in March 2024. This brings the total funding raised by Perfios to $435.1 million Acquisitions Perfios acqui-hired Chennai startup Fego.ai in 2023. Fego.ai empowers financial institutions to gather behavioral financial insights. Prior to this, Perfios acquired Karza Technologies, one of India’s most prominent SaaS-based RegTech start-ups, in line with Perfios’ efforts to strengthen its lending-focused product offerings. Perfios had earlier acquired FintechLabs Technologies, a Noida-based company which provides digital lending software as a service to companies. Perfios broadened its range of services this year by acquiring Clari5 and Credit Nirvana. Clari5, also known as CustomerXPs, specializes in banking financial crime management. Their real-time platform helps banks detect and prevent fraud, with a focus on areas like fraud mitigation, risk management, and anti-money laundering. Credit Nirvana uses AI to drive its debt management and collections platform. It uses predictive analytics to automate the debt collection lifecycle, from early delinquencies to legal recoveries. Key Metrics ● 75 Million bank statements processed annually ● 3 Trillion in loans processed for Banks & Financial Institutions per year ● 1.5 Trillion API requests processed annually ● 200+ Infosec audits per year ● 0 Infosec violations since inception ● 99.9% Uptime with 0 SLA violations Job Title: Customer Success Manager Role Summary: We’re seeking a dynamic customer success manager to join our team. As a CSM, you will be responsible for understanding our customers’ needs, ensuring excellent customer experience, fostering long-term loyalty, and ensuring they get the most value from our products and services. You will be crucial in helping us build strong, lasting relationships with our clients/customers. The ideal candidate is passionate about customer service, satisfaction, and success, with excellent communication skills. Key Responsibilities: Understand Customers’ requirements and send them timelines and proposals. Develop deep functional and technical knowledge of Perfios products and configure them as per customers’ requirements. Coordinate with the internal team of product managers/developers and follow up with them for the closure of deliverables. Show product demonstrations and conduct training sessions for customers. Regularly interact with customers and understand their challenges. Cross-Sell / Up-Sell existing products from our product portfolio. Prepare data and representations to present Perfios’ capabilities to customers and users. Track customers’ usage of Perfios products, identify growth and concern areas and work towards solving the gaps. Assist in pre-sales, onboarding and post-sale handholding of customers. Assess and analyze client key performance indicators to identify strategic opportunities and client educational needs. Identify the needs within the client organization and recommend new products. Offerings and develop a plan to drive maximum utilization of Perfios products. Cultivate strategy based on products owned, client structure, and adoption issues. Be a single point of contact for customer engagement. What you’ll need: Domain knowledge: Prior experience and understanding of Finance/ Insurance/ Lending operations . Client engagement : Ability to manage Large Client relationships. Cross sell and up sell. Clarity and creativity: Communicating highly specialized and technical information to non-specialist audience. High attention to detail. Experience as a Techno Functional Analyst. Experience in Tech Product Delivery. Tech-savvy enough to configure software settings. Understanding of Web-Development technologies. Experience in software implementations, train end-users on functional and technical aspects. A Start-up mentality: comfort with ambiguity, a willingness to test, learn and improve rapidly Team player with agile & dynamic nature Qualification & Experience: Bachelors/Master’s in any stream 5+Yrs of experience in Customer Success, primarily from Banking/Insurance domain Customer Centric Approach. Show more Show less