Lead - Client Engagement

Goodera; Bengaluru; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Goodera in Bengaluru seeks an experienced Customer Success professional to establish retention goals, assist clients in achieving volunteering goals, and promote product value to drive adoption.

You will review feedback, train users, coordinate with stakeholders, and help optimize processes while building strong client relationships across CSR and nonprofit networks.

Qualifications

• Experience in CSR sector or non-profit/volunteering organizations.
• 5-8 years of experience in customer success position strongly preferred.
• Experience in promoting the value of a product through customer experience.
• Exceptional ability to communicate and foster positive business relationships.
• Accountability and personal organization are essential.

Responsibilities

• Set retention goals and milestones for the client.
• Assist customers in setting up and achieving volunteering goals.
• Promote product value and upsell services through customer experience.
• Assist in creating training materials.
• Review customer complaints and improve customer experience.
• Promote an energetic fan base for products and locate brand ambassadors.
• Maintain understanding of products and services and suggest best solutions.
• Optimize existing processes and enhance customer success initiatives.

Skills

CSR experience

Customer success

Relationship building

Communication

Accountability

Job description

Goodera is the world’s leading employee volunteering platform, powering companies to scale employee volunteering experiences globally through our innovative technology platform and unique operating model. With a presence in over 100 countries and support for 30+ languages, we connect over 500 clients—including 60+ Fortune 500 companies with meaningful volunteer opportunities tailored to their communities. To date, our impact has reached over 10 million beneficiaries, powered by 1 million+ employee volunteers and a network of 50,000+ nonprofit partners. Growing at 100% year on year, we are backed by top investors including Zoom Ventures, Elevation Capital, Nexus Venture Partners, Omidyar Network, and Ursula Burns.

Responsibilities:

• Establish clear retention goals and process milestones for the client to work towards.
• Assist customers as needed with setting up & achieving their volunteering goals.
• Experienced in promoting the value of a product and upsell services through customer experience.
• Assist in creating training materials.
• Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company.
• Promote an energetic fan base for products and locate brand ambassadors to share the product & benefit and value.
• Maintain a detailed understanding of products and services, assist customers with questions and suggest the best solution for their needs.
• Optimize existing processes within the company and actively enhance all Customer Success initiatives.

What We Are Looking For :

• Experience in the CSR sector, or non-profit/volunteering organizations
• 5-8 years of experience in customer success position strongly preferred.
• Experience working with brand image and promoting value through customer experience.
• Exceptional ability to communicate and foster positive business relationships.
• Accountability and personal organization are essential.
• Experience in handling multi-stakeholder clients.
• Ability to establish and achieve milestones.
• Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed.