Customer Success & Support

Head - Customer Success

On-site (Bangalore, India)

Work from Office

Full time (USA Time Zone)
This position is Closed
This position is Closed

We're looking to hire Candidates who are based out of Bangalore.  

We're looking to hire for a USA time zone.

What is the role?

As the Head of Customer Success & Delivery, you will lead the onboarding and post-sales efforts in building and delivering value to our clients. You will be advising, assisting, and guiding the Xoxoday clients about Plum (Xoxoday product) to ensure complete adoption of its features - thereby enhancing product usage and business growth. You will be responsible for product metrics like NPS, churn, MAU, etc.

Key Responsibilities

  1. Involve actively in the complete lifecycle from the pilot, and onboarding to the complete duration of the subscription period.
  2. Establish deployment goals and success factors and then develop a plan to carry them out successfully.
  3. Guide, educate, and train the client teams on product adoption.
  4. Monitor, document, and analyze the progress toward the stated goals and results.
  5. Have a data-driven approach to providing solutions for the identified usage gaps.
  6. Build value-based relationships with the clients as the single point of contact.
  7. Identify the right business use cases where Empuls can be applied and work with the client for getting them implemented ensuring measurable results.
  8. Drive opportunities for cross-selling and upselling.
  9. Negotiating and closing renewals with existing clientele.
  10. Communicate and brainstorm with the product team on customer feedback and help refine the product roadmap.
  11. Work with the marketing team to execute customer surveys, case studies, usability tests, etc.

What are we looking for?

  • An enthusiastic individual with 8+ years of experience in customer success in a Fintech/SaaS company.
  • Experience managing customers (Small, mid, and large) and handoff from Sales to onboarding to customer success.
  • Strong interpersonal skills with excellent listening skills and empathy quotient.
  • Excellent written and verbal communication.
  • Self-motivated, team player with a high focus on customer centricity and delight.
  • Expertise in handling client issues and servicing the client in a fast-paced environment.
  • Preferred – experience in the HR domain and Technical skills.

What can you look for?

Challenging opportunity, tough problems, and a very good growth path. An excellent opportunity to work with a team of highly talented young professionals. We also offer a whole load of benefits to make your stay enjoyable with Xoxoday.

We are

A SaaS commerce company helping organizations enhance employee engagement by offering products in the area of rewards & recognition, employee surveys via Empuls, incentive management via Compass, and an e-commerce product catalog via Plum. We welcome you to explore the website to learn more about us.

Way forward

If you find this role exciting and want to join us at Bangalore, India, then apply by clicking below. Provide your details and upload your resume. All received resumes will be screened, shortlisted candidates will be requested to join for a discussion and on mutual alignment and agreement, we will proceed with hiring.

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