Senior Customer Success Manager

Senior Customer Success Manager / Project Manager

Who are we?

We are in the business of making recruiting effortless, human and delightful. We today serve 500K+ employees in 25+ countries through our SAAS offering - RippleHire. RippleHire is a winner in Nasscom Emerge50 enterprise category, picked as a futuristic HR technology by People Matters.

We delight over half a million users in 25+ countries, and we are looking for Customer Success professionals who will build strong relationships with customers and collaborate with cross-functional teams internally to deliver consistently excellent customer experiences throughout the customer journey.

The ideal candidate is highly customer centric, experienced with product implementations, passionate about learning and using analytical skills to identify problems, find solutions, and improve relationships.

What will you be doing?

Lead Product Implementation Projects

• Lead end-to-end project management for multiple concurrent projects
• Develop comprehensive project plans, timelines, and own outcomes and customer sentiment
• Define project scope, goals, and deliverables in collaboration with stakeholders
• Monitor project progress and adjust plans as needed to ensure successful delivery
• Set up and run governance meetings internally and externally.
• Proactively identify project risks, develop mitigation strategies and communicate with customer leadership.
• Manage expectations and resolve conflicts when they arise
• Present project updates and outcomes to executive leadership
• Act as first advisor to the implementation team internally. Review the status of their work and provide necessary guidance & mentorship. Support them on any customer alignment needed during all stages

Strategic Partnership, Value Delivery & Relationship Management:

• Understand the customers key hiring objectives, their goals and their challenges, and use a consultative approach to help address them.
• Develop, execute and continuously review customer success plans to define shared goals, KPIs, and align our solution to our customers organizational objectives, initiatives and strategies.
• Drive product adoption and improve engagement through education and best practice sharing
• Provide support on queries/issues reported by end users, conduct analysis on issues, collaborate with the engineering team to provide resolutions.
• Leverage data-driven insights and regularly communicate the impact of the product and engagement on the customer’s desired outcomes through monthly and quarterly reviews
• Liaison between the customers and internal teams to ensure any technical or product related issues are resolved
• Be the voice of the customer and provide insightful feedback to the product teams to inform the product roadmap
• Analyze trends in CSAT and NPS scores to identify areas for improvement
• Build strong customer advocacy to boost customer referrals and develop case studies
• Ensure customer retention and growth through meaningful interactions and value delivery

Required Skills

• 6-10 years of experience in customer facing roles in Customer Implementation, Project Management or Customer Success in the TA Tech or HR Tech domains
• Experience in at least 2 hands-on product implementations in TA Tech or HR Tech solutions as a Functional / Techno-Functional Consultant
• Strong technical acumen with the ability to understand configurations and solution customer needs through the product
• Project management experience with demonstrated ability to manage multiple implementation projects simultaneously
• Demonstrated agility, adaptability and growth mindset to drive change management
• Strong skills in written and verbal communication and presentation
• Self starter with the ability to think out of the box and arrive at creative problem solving initiatives
• Analytical and data driven with the ability to use derive insights in reports and dashboards and communicate effectively
• Strong stakeholder management skills with the ability to assertively manage conflicts and drive timely outcomes