Onboarding & CSM

Haptik, Inc.; Mumbai; On-site; INR 400,000 - 700,000; Full time

Job summary

Haptik, Inc. invites a proactive Customer Success professional to partner with clients in India’s rapidly growing conversational commerce space. You will drive adoption, track CSAT and NPS, and collaborate with product and sales teams to maximize value for SMBs using our WhatsApp-based platform.

You will build strong relationships, communicate clearly, and act as a voice for customer experience improvements while leveraging data to influence roadmap ideas and ensure client success.

Qualifications

• 1+ years of experience in Customer Success in SaaS.
• Exceptional communication and presentation skills.
• Analytical and data-driven with ability to work with multiple stakeholders.
• Demonstration of good product and consumer thinking during career.
• Hands-on and quick learner, comfortable with learning new technology.

Responsibilities

• Advise clients to achieve business goals and success metrics.
• Track bot performance and drive metrics like CSAT, NPS, Adoption and Usage.
• Collaborate with cross-functional teams to drive revenue and customer value.
• Voice guidance for Product Roadmap and customer experience improvements.
• Maintain strong client relationships and manage expectations.

Skills

Customer Success

SaaS

Communication skills

Data-driven

Stakeholder management

Python

Tools

Python

Job description

What we want to accomplish and why we need you?

Interakt is the leading WhatsApp Business Platform for small businesses in India, having helped over 1000+ SMBs streamline sales and communications on WhatsApp, and processed over 15+ million conversations to date. Interakt has been at the forefront of conversational commerce and has helped transform conversations into sales on WhatsApp. Our WhatsApp API solution can be customized to suit any and every business’s needs. With a 50 member strong team, Interakt is truly poised to lead the Conversational Commerce in India.

Become part of the future of Conversational Commerce with Interakt - come and join us! We are on the lookout for a dynamic individual to join the Customer Success Team.

What will you do every day?

We are on the lookout for a dynamic individual in the Customer Success Team who works closely with the clients helping them achieve their business goals.

Ok, you're sold, but what are we looking for in the perfect candidate?

• Business Advisor to our clients working towards achieving their business goals and success metrics. Ability to manage client relationships and expectations

• Goal-oriented and data-driven to actively track bot performance and drive metrics like CSAT, NPS, Adoption and Usage for clients. Analyze customer data to improve the end-user experience

• Experience with metrics like Net Revenue Retention (Upselling), Churn, Customer References & reviews. Work closely with cross-functional teams, internal and external with ease to drive these goals

• Passionate about Customer Experience and ability to be an active voice in guiding Product Roadmap

• Excellent communication and presentation skills. Remember communication is not what you say but what the other person understands

• Be a cultural champion and energy driver

Requirements*

• 1+ years of experience in Customer Success in SaaS

• Exceptional communication and presentation skills, coupled with excellent listening skills

• Analytical and data-driven with ability to work with multiple stakeholders

• 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.

* Requirements is such a strong word. We don’t necessarily expect to find a candidate that has done everything listed, but you should be able to make a credible case that you’ve done most of it and are ready for the challenge of adding some new things to your resume.

Tell me more about Haptik

• On a roll: Announced major strategic partnership in April 2019 with Jio in a $100 million deal.

• Great team: You will be working with great leaders who have been listed in Business World 40 Under 40, Forbes 30 Under 30 and MIT 35 Under 35 Innovators.

• Great culture: The freedom to think and innovate is something that defines the culture of Haptik. Every person is approachable. While we are working hard, it is also important to take breaks to not get too worked up.

• Huge market: Disrupting a massive, growing AI market. The global market is projected to attain a valuation of $9 billion by the end of 2024.

• Emerging technology: We are moving to a Gen AI first world, and Haptik is one of the largest Generative AI first companies globally, based out of India.

• Great customers: Some of the most notable brands in the world - Jio, Paytm, Adani, Paisabazaar, Puma & Whirlpool

• Impact: A fun and exciting start-up culture that empowers its people to make a huge impact.

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.