Customer Success Manager
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About this role
Role: Customer Success Manager
Location: Kuala Lumpur, Malaysia
About Darwinbox:
Darwinbox new-age HCM suite competes with local as well as global players in the enterprise technology space. The firm has acquired notable customers ranging from large conglomerates to unicorn start-ups: Nivea, Starbucks, Swiggy, DLF, Crisil, CRED, Vedanta, Mahindra, Glenmark, Gokongwei Group, Mitra Adiperkasa, EFS Facilities Management, VNG Corporation, and many more.
Our vision of building a world-class product company from Asia is backed by marquee global investors like Microsoft, Salesforce, Sequoia Capital, and Lightspeed Venture Partners.
Why Darwinbox?
The rate at which our product and market presence are growing is unprecedented. We’re a Rocketship. We’re not planning on slowing down anytime soon. And, that’s why we need you! You’ll experience a culture of:
- Encouraging Rewards
- Accelerated Growth
- Wellbeing First
- Nurtured Learning
- Life-long Relationships
Role Overview:
- Provide recommendations on the process to Darwinbox’s enterprise clients.
- Help clients map and drive value realization.
- 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 instance.
- 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.
Who should apply?
- MBA/PGDM (preferably in HR) or relevant work experience after graduation
- 7+ 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 behavioral traits: Agility, Analytical, Persistence and Ability to stretch
Company
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