Job Id: 20210312001
Job Role: Customer Success Manager (SEA)
Experience: 6+ Years
Qualification: Bachelor’s/undergraduate degree and an MBA/master’s degree is mandatory.
Job Location: Hyderabad
Salary: Best in Industry
Vacancies: Not Mentioned
Job Description Darwinbox MBA Jobs in Hyderabad for Customer Success Manager in March 2021:
Roles and Responsibilities
Manage a team of Customer Success Associates and Consultants and a portfolio of clients/accounts assigned to them.
After the implementation of Darwinbox is completed for a client and they are “live” on the platform, coordinate with the Implementation team to ensure a seamless handover with respect to the scope, clients’ processes, their stakeholders, and expectations.
Be the key point of contact for these accounts/clients after the Customer Success Consultants. Cultivate and maintain a trusted partnership with the client and manage stakeholders especially those at the leadership levels. Lead them into the direction of being evangelist/champion for Darwinbox.
Support the client and align internal stakeholders/team members to diffuse/resolve any challenging situations.
Provide recommendations to the clients on their HR strategy and processes considering their challenges, processes, and Darwinbox (product) capabilities.
Drive capability building activities for clients like training them on new features and build use-cases for them keeping in mind the context of client’s processes and challenges.
Devise engagement plans that consider customer business goals and map Darwinbox (product) capabilities to achieve these goals.
Drive activities and campaigns to increase adoption and stickiness of the product.
Assess feedback from the clients on the product across the lifecycle and track the resultant action items internally to ensure that they are closed.
Identify cross-sell and upsell opportunities for revenue expansion. Coordinate with the Sales team to execute on these opportunities.
Share best practices with clients on how to leverage Darwinbox (product) in line with being a Subject Matter Expert (SME).
Conduct periodical (weekly, monthly, and quarterly) governance meetings/reviews to align the internal as well as client stakeholders.
Identify risks proactively, mitigate, and escalate as deemed appropriate.
Evaluate the partnership across parameters pertaining to the quality of support, speed of delivering on action items, and customer delight. Drive continuous improvements across clients and propose improvements on the standard Customer Success processes and mechanisms in place.
Who are we looking for?
6+ years of experience in HR tech implementation, HR consulting, or HR roles.
Bachelor’s/undergraduate degree and an MBA/master’s degree is mandatory.
Experience of managing teams is a must. History of dealing with senior stakeholders like CXOs will be an added advantage.
Understanding of HR or educational background in the same will be an added advantage.
Required technical competencies –
Darwinbox HCM platform
Productivity tools like MS Word, and MS PowerPoint
Ability to work with complex data-sets, validate data, and use tools like MS Excel
You will thrive in this role and Darwinbox if you are –
A hustler who can work in a fast-paced environment, stretch yourself, and go above and beyond the call of duty to learn, grow, and leave an impact
Responsible and take complete ownership of projects and teamwork assigned to you
Curious and can learn things fast
Analytical and can solve problems on-the-go
Diligent and can track action items, follow-up, ensure smooth delivery, and manage project documentation
A people’s person who can manage and mentor a team, communicate well, manage tough conversations, and get along with external and internal stakeholders across functions to get things done
A leader who leads with example and a team player who is dependable and helpful