- KPIs - account retention, $ expansion, collecting product feedback and building advocates
- Accountable for the complete post-sales customer journey. (Onboarding → Adoption → Retention → Advocacy)
- Become the trusted advisor for each of your customers and help them expand their use case. Understand the customer requirement and consult them with the right solution. Build and maintain strong relationships with the key stakeholders at the client end
- Collaborate with customers on solving various use cases - including expansion, cross sell / upsell of other products of xoxoday
- Conduct regular check-ins & business reviews (EBR / MBR / QBR) with your customers to ensure consistent engagement
- Own the churn prevention and expansion process for all your accounts. Monitor at-risk customer behavior and carry out activities to retain them
- Proactively identify opportunities for expansion and contact customers for up-sell/cross-sell
- Identify customer insights and pain points and contribute to the product roadmap by providing active feedback to the product team
- Collaborate with the Marketing team to build customer case studies, testimonials, and referrals
- Accountable for training customers on using the product
- Documenting all customer conversations and information on our CRM
Requirements:
- At least 5 years of work experience in a customer-facing role such as Customer Success, Customer Support, Account Management, etc. Experience working in B2B SaaS with US/europe/Middle east/SEA customers would be great
- Experience in managing both large enterprise & SMB portfolio
- Excellent written and verbal business communication skills
- Ability to communicate and foster positive business relationships
- Strong problem-solving skills, a technical and analytical aptitude, with the ability to quickly learn and adopt technical products
- An ability to understand a software product and its nuances very well
- Experience with customer success software or CRM (like Hubspot) would be helpful. Hubspot is what we use
- Should be open to aligning with the different time zones (Australia to US Pacific coast) based on business requirements.
- Showcases exemplary written and verbal communication skills to work with Global Customers.
- Has an exceptional ability to communicate and foster positive business relationships.
- Demonstrates a deep understanding of customer’s concerns and thoughts regarding the use of products.
- Exhibits a true passion for customers and for Customer Success.
- Must have experience in HR Tech
What can you look for?
This a wholesome opportunity in a fast-paced environment that will enable you to juggle between concepts, yet maintain the quality of content, interact, and share your ideas and have loads of learning while at work. Work with a team of highly talented young professionals and enjoy the benefits of being at Xoxoday.
We are
Xoxoday is a rapidly growing fintech SaaS firm that propels business growth while focusing on human motivation. Backed by Giift and Apis Partners Growth Fund II, Xoxoday offers a suite of three products - Plum, Empuls, and Compass. Xoxoday works with more than 2000 clients across 10+ countries and over 2.5 million users. Headquartered in Bengaluru, Xoxoday is a 300+ strong team with four global offices in San Francisco, Dublin, Singapore, New Delhi.
Way forward
We look forward to connecting with you. As you may take time to review this opportunity, we will wait for a reasonable time of around 3-5 days before we screen the collected applications and start lining up job discussions with the hiring manager. We however assure you that we will attempt to maintain a reasonable time window for successfully closing this requirement. The candidates will be kept informed and updated on the feedback and application status.
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