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Customer Success Manager
Darwinbox is Asia's fastest growing HR technology platform. Brainchild of alumni from world's most distinguished organizations (McKinsey, EY, Google), we are the preferred choice of 600+ global enterprises to manage their 1 Million+ employees across 60+ countries.Our end-to-end HCM technology suite competes with the best in the business and has won against giants such as SAP, Oracle and Workday several times to acquire iconic enterprise customers ranging from the largest conglomerates to unicorns - Adani, Mahindra, Kotak, TVS, Arvind, Nivea, Puma, Swiggy, Paytm, Bigbasket and Delhivery etc.
The vision of Darwinbox to build a world-class product company from Asia is backed by marquee global investors like Salesforce, Sequoia Capital, and Lightspeed Venture Partners.Job Description:We are looking for a techno-functional consulting champion who becomes the trusted advisor to clients and drives adoption of Darwinbox HRMS to ensure customer success.
Manage a team of techno-functional consultants and provide recommendations on the process to Darwinbox's enterprise clients
Act as a techno-functional consultant and provide recommendations on process
Configure and manage client's instance on Darwinbox Assist and Train clients to do it on their own
Devise engagement plans that consider customer business goals and map product capabilities to achieve these goals
Drive product adoption, increasing overall retention and achieve process success for customers
Support clients during critical HR events like Appraisal, Increments etc.
Support clients to resolve queries or bugs, as and when required
Gather feedback on product experience during the entire customer lifecycle via targeted surveys
Identify prime targets for up-sell/cross-sell and engage Sales team to execute on those opportunities
Share best practices with clients on how to achieve product success with Darwinbox
Identify risks proactively, mitigate and escalate as deemed appropriate
MBA/PGDM (preferably in HR) or relevant work experience after BE/BTech
6+ years of experience in HR transformation & change management/HCM implementation and
customer management roles / HR consulting roles
Understanding of Technology systems. HRMS system implementation and understanding would be preferred
Good in MS Excel, Word and Powerpoint
Key behavioural traits: Agility, Analytical, Persistence and Ability to stretch