Customer Success Manager - 2

What we want to accomplish and why we need you?

Having reached over 500 million devices, and processing over 7 billion conversations till date, Haptik is one of the world's largest Conversational Commerce companies. We have built a robust set of technology tools that can enable any kind of conversational application, and are at the forefront of the paradigm shift of interaction from clicks to conversations. With a 400+ member strong team that includes some of the best minds in the industry, we’re truly poised to lead the Conversational Commerce revolution.

In 2019, we announced a major strategic partnership with Jio and are now a part of $65 billion internet conglomerate Reliance Jio Platforms.
To know more about the Life-at-Haptik, do check out this ~3.5 minutes video :Life at Haptik

• Ownership: You ensure things get done, get done on time, and get done correctly.
• Perseverance: You are resilient against setbacks, sticking with things until you succeed.
• Agility: You are able to adapt to change without losing momentum and vision.
• Impact: You deliver the highest-quality work and nothing short of excellence gives you work fulfilment.
• Integrity: You are trustworthy and always do the right thing, no matter how easy or hard.

What does a typical day look like for a Customer Success Manager-2?

You will have the opportunity to work closely with a variety of clients from top corporates, to fast-growing startups, to top eCommerce and internet companies in India. Each client has unique needs and you act as a trusted business advisor, helping them effectively leverage our chatbots to drive impact in mission-critical areas of their organization. At Haptik, Customer Success sits at the nexus of sales, platform, UX and product helping to drive company growth and transforming the conversational AI landscape in the world. Customer Success Managers act as consultative business partners to our largest customers, serving as a bridge between their needs and our product. You will be actively tracking and driving ROI for the clients under your management and you will be constantly thinking on doing the things at scale. Do you thrive on consulting closely with clients on their core business objectives? Are you looking for truly fascinating and inspiring work, where you will work alongside an amazing team, harnessing the power of an extraordinary product, for a company with unlimited growth potential? If the answer is yes, then look no further.

What responsibilities will you be trusted with for the Customer Success Manager-2 Role: 

• Goal-oriented and data-driven to actively track bot performance and drive ROI for clients. Analyze customer data to improve the end-user experience.
• Business Adviser to our clients working towards achieving their business goals.
  Manage client relationships and day to day interface with the client.
• Work closely with product/tech teams to explore the feasibility of technical
  enhancement features and product functionalities
• Excellent communication skills. Remember communication is not what you say but what other people understand.
• Be the user experience and solutioning expert, guiding the team to build right
  conversational experiences to solve client issues.
• Keep up with the trends in the industry and platform capabilities of the
  competition.
• Manage all customer communications for your accounts and ensure that all
  customer issues are dealt with in an efficient and timely manner
• Be responsible for upselling and renewals, and increase the revenue per client.
• Help drive customer references and case studies, and produce reports and
  presentations to explain insights and results to marketing professionals.
• Identify patterns among bot performance and contribute towards developing best practices, FAQs and knowledge base for using Haptik platform and actively look
  for ways to improve process efficiencies and effectiveness
• Strong team player with a success-oriented attitude and a keen focus on analyzing objective of the project and achieving it
  
  

What skills,expertise and experience are we looking for?

• 5+ years of experience in Account Management/Client handling Profiles
• Exceptional communication skills, both oral and written, coupled with excellent listening skills
• Analytical and data-driven with ability to deal with multiple stakeholders.
• Extensive knowledge of analytics tools like R, Tableau, Python
• Demonstration of good product and consumer thinking during his/her career
• Hands-on and a quick learner. Comfortable with learning new technology
• Basic tech skills especially knowledge of python will be a plus
• This role provides you access to the Personally Identifiable Information or Protected health information for which you will be abide to follow secure data handling practices to safeguard and protect such data.
  
  

Working hard for things that we don't care about is stress, but working hard for something we love is called passion! At Haptik we passionately solve problems in order to be able to move faster and each Haptikan imbibes our key values of honesty, ownership, perseverance, communication, impact, curiosity, courage, agility and selflessness.