Onboarding Customer Success Manager

Job description

We're a predictive people analytics company making the voice of 300,000+ employees feel heard and valued with our AI-enabled engagement bot for HR – Amber. We've 100+ customers like BYJU's, OYO, GE, and Makemytrip with employees in 50+ countries and a strong presence in the APAC market.
After closing our Pre-Series A round of $3.2Mn with Y-combinator, Benjamin Ling (ex-Google, Facebook, Stanford PhD), Girish Mathrubootham (Founder, Freshworks), our goal is to grow 100% YoY to make Amber a friend at work for more than a million employees on this planet. Guided by our 6 core values, we’re a 60-player strong team of young, ambitious, and relentless individuals breaking all rules and helping HR across the world rewrite the rules of employee engagement.


As an Onboarding Customer Success Manager at inFeedo, you will play a pivotal role in impacting the customer’s experience by facilitating implementation and onboarding.


No. of positions: 1


What will you be doing?

  1. Implementation: In order to understand the complete customer journey, the Onboarding CSM to launch + implement product and finally onboard customers to the product.
  2. Pilot Conversions: Ensure the customer experience during the pilot period is of superlative quality, leading to pilot conversion.
  3. Data: Comfortable reading data points and deriving insights from it.
  4. Cross-Functional Liaising: Be able to collaborate with different cross functional team members to get work done; there should be persuasiveness when it comes to get results for a customer
  5. Customer interaction and problem-solving: Speak to customers on a regular basis and build a relationship with them, along with providing carefully devised solutions to their issues.

    Who will you work with?

    Ishan, Jyotsna, Tanaya and of course the rest of the jovial inFeedo team

    Requirements

    Is this you?

    1. Experience: 2+ years of work experience in a B2B organisation, in a customer engagement role. The Onboarding CSM should have done technical/product support and preferably have project management experience.
    2. Qualification: Degree in Technology, Engineering or Computer Science
    3. Communication: This is a non-negotiable trait. The Onboarding CSM should be able to communicate their thoughts effectively, both verbally and through written word. Most reasonable customers account for a margin of error; someone who is good at having difficult conversations can effectively express empathy but doesn’t get wound around the emotional axle.
    4. Empathy: Should be able to empathise with customer's problems/priorities and work towards solving customer's pain points
    5. Consultant Mindset: The Onboarding CSM should have a second level thinking mindset. They should not only solve/assist the customer for the problems in hand, but also the problems they are seeing can arise in future.
    6. Agile, Composed Thinker: Someone who can think on their feet and offer a calming presence. Staying cool under pressure and influencing others when things get hectic is an important skill.
    7. Critical Skills: Excellent presentation, analytical skills, and ability to deliver quickly.

      Brownie Points

      1. Startup Experience
      2. Alignment to our core values

      What happens after you apply?
      1. Step 1: Within 15-20 days of your application - which is wholesome, original & expressive - our People Team will reach out to you for a quick chat.

      2. Step 2: Within 4-6 days of chatting with the People Team, you will get a call from someone from your future team to discuss the job role.

      3. Step 3: If all goes well, we’ll schedule a call with your future manager to deep dive into the role with you and for you to show off your skills through a small task.

      4. Step 4: After a quick interaction with the People Team, If our vibes match, a tête-à-tête with the inFeedo's leadership team follows

      5. If we mutually enjoy the 4 steps, we onboard you with a big smile! :)


      Our expectations before you click “Apply Now”

      At any step, if things don't work out, we proactively send an email. You are welcome to ask for detailed feedback and re-apply in the future. :)

      We are an equal opportunity employer and value diversity at inFeedo. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status or education.

      [Attitude>Skills>Education]


      Keywords: B2B SaaS, Onboarding, Product, Implementation, Demo, Launch, Pilot conversion, Customer Success, Client Servicing, Consultancy