Lead Customer Success - Gurgaon

Flick2Know; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

FieldAssist, a SaaS platform transforming route-to-market for CPG brands, seeks a Lead Customer Success to build lasting client relationships, drive retention, and align product, sales and delivery teams.

You will onboard customers, tailor the FA platform to needs, establish CS policies, upsell features, and mentor teams while driving process improvements across multiple clients.

Qualifications

• 3+ years in customer-facing roles in SaaS.
• Experience collaborating with product, sales and delivery.
• Familiarity with CRM/ERP like Salesforce or Pipedrive.
• Knowledge of web tech (HTML, SQL, API, JSON) helpful.

Responsibilities

• Understand client needs and configure software.
• Onboard and execute for fast, quality delivery.
• Establish customer success policies and programs.
• Upsell new features and grow existing accounts.
• Provide training and mentoring to staff and clients.
• Improve processes and implement best practices.
• Manage multiple clients simultaneously.

Skills

Customer Success

Account Management

CRM/ERP

Interpersonal Skills

Proactive Attitude

Tools

Salesforce

Pipedrive

ERP Systems

Job description

Our success is in the success of our customers. Only you can make that happen.

As a Lead CS, he/she will be responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

About FieldAssist

FieldAssist is a SaaS based technology platform transforming route-to-market capabilities of CPG companies across the value-chain. From distributors to retailers, salesmen to leaders, all stakeholders are connected digitally through an integrated platform which simplifies how sales are planned, processed and predicted, and distribution is discovered, developed and deployed. Headquartered in Gurugram, India, and with clients in 10 countries in Asia and Africa, FieldAssist is a 'Proud Partner to Great Brands,' delivering ready insights and powering GTM strategies for 550+ CPG brands including Godrej Consumers, Saro Africa, Danone, Haldiram’s, Eureka Forbes, Bisleri, Nilon’s, Borosil, Adani Wilmar, Philips, Ching’s and Mamaearth among others.

FieldAssist is certified by Great Place to Work® for having created a great place to work for all its employees by excelling on the 5 dimensions of High-Trust, High-Performance Culture™ – Credibility, Respect, Fairness, Pride and Camaraderie.

Responsibilities

• Understand the client's needs and pain points to help to configure the software for the client.
• Onboarding and execution of Client: Responsible for the fast and quality execution of the client on FA platform. He/she must establish policies the entire staff can adhere to so all customers receive the same quality of execution.
• Establish Customer Success Practices: Responsible for creating policies and procedures that optimize the customer experience. LCS may gather feedback from their customers, study other customer success programs, and analyze customer data to identify the best practices. You must establish policies the entire staff can adhere to so all customers receive the same quality of service.
• Upselling: Ability to upsell the new features and also to scale up the business from the existing client.
• Assisting in Technical and Product Management: You must know the company’s products inside and out. They are capable enough to rather on educate the customers on the flexibility and capabilities of their software so customers are encouraged to continue using their services. 6. Provide on-the-job training or mentoring to new employees/client Project stakeholders.
• Additionally, take initiatives for improvising processes, new implementations, new practices both technically and culturally.
• Ability to handle multiple clients at a time: He should have multitasking skills and should be able to deal with bottom to top hierarchy of Client.

Who We're Looking For

• At least 3+ years relevant work experience in a customer-facing role (customer success or account management).
• Previous experience collaborating with different internal functions within a fast-growing SaaS company; operating at the intersection of product, sales, and delivery
• Experience in CRM/ERP (e.g. Salesforce, Pipedrive) or B2B Enterprise level software
• Familiarity with Supply Chain data and workflow experience preferred
• Basic Knowledge of web technologies like HTML, SQL, API, Json, iOS and Android platforms
• Proficient in Microsoft Office Suite specifically Excel and PowerPoint
• Should possess fantastic interpersonal skills
• Proactive and willing to improve on processes
• Technical aptitude and ability to learn software programs.

Know Your Leaders

Customer Success at FieldAssist is one of the largest teams headed by Chitransh Jain, an IIT graduate who first started his journey with Tata Consulting Engineers and became a part of the FA Family in 2017. He drives exceptional customer experience and firmly believes that customers play an important role in enhancing the quality of the product. He is ably supported by his team members who help the customers get the maximum output from the product thus leading to their business growth.

FieldAssist On The Web

Website: https://www.fieldassist.com/people-philosophy-culture/
Culture Book: https://www.fieldassist.com/fa-culture-book
LinkedIn: https://www.linkedin.com/company/fieldassist/