About Voiceoc
Voiceoc is a Delhi based Startup that is established with an aim to help healthcare companies globally offer unprecedented & personalized experience to their patients by bringing their services on WhatsApp using our very own Hybrid Intelligent System (HIS), which is a contextual combination of artificial & human intelligence.
Today, Voiceoc is trusted by leading healthcare companies of India & GCC including Max Healthcare, SRL, Aster Healthcare etc. and prominent investors of India & USA.
Responsibilities Include (but not limited to):
We are looking for a candidate who has 2-3 years of experience working in a B2B SAAS company as a ‘Client Success Associate’. The responsibilities include:
- Act as a Techno-Functional Consultant and maximize adoption of Voiceoc
- Assist & train Clients to use the system to its full extent and help them to resolve their support queries
- Increase overall retention and do in-depth analysis to create up-sell/cross-sell opportunities
- Gathering Client feedback and sharing it internally to improve the product and/or establish better Support practices
- Analyzing Client data and helping them discover aspects of the product that are most beneficial to them
- Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
- Carrying out periodic health checks to avoid churn
- Keeping Clients updated on new features, and new products they might find useful
- Encouraging Client advocacy through feedback, external reviews, case studies, testimonials, and referrals
- Upselling and cross-selling through review of Clients’ progress
About Voiceoc
1) Be a part of the process of scaling a young startup to a global company.
5) Flexible work schedule & complete ownership of responsibilities.
6) A cool working environment that will make each day at Voiceoc full of fun & new learning.
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- Responsible for the implementation and support for Safetrax tool for large corporates and fleet partners
- Act as single point contact for all client queries.
- Serve as a primary point-of-contact for Client satisfaction and act as the liaison between the clients, sales and other functional groups.
- Managing the entire show of Account Management and supporting clients.
- Owning the long term as well as the short-term growth strategy of the account(s).
- Participate in internal planning activities to develop schedules and align resources for projects and support activities.
- Showcasing a consulting mindset by acting as a solution provider rather than an order taker.
- Find opportunities to bring in automation/orchestration in order to enhance client service experience.
- Respond to queries from potential and existing customers, communicate Safetrax's value proposition and negotiate deals successfully.
- Understand client needs and address within defined TAT
Knowledge & Experience:
- Bachelor's degree and demonstrated prior Account/Service Management experience.
- Information Technology experience
- Strong written and oral communication skills.
- Strong Microsoft Office skills (Excel, PowerPoint )
- Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customer facing environment
- Understand technical risks and supportability parameters
- Strong decision-making skills.
- The ability to analyse, think innovatively, adapt and drive new best practices.
- The ability to farm the account through relationship management.
About the company we are hiring for
Here, we are passionate about helping vacation rental owners and managers
grow their business. Backed by Bessemer Venture Partners, we have grown to the global
leader of short term rental revenue management systems that drive revenue growth. We
attribute our success to our belief that the people are the most important part of a
business, and our commitment to being a fantastic place to work.
It's with that in mind that it is looking to add a Customer Success Associate (Spanish
Speaking) to our growing team. We’ve recently built out a new pooled service offering for
our SMB segment and you will be a key asset in developing and executing the strategy. This
is an exciting opportunity for someone with a solid grasp of customer success processes
who’s looking to take their expertise and leverage it in a hybrid model of pooled service and
dedicated service! You’ll serve as the go-to resource for other team members. Retaining
customers ensures it can maintain its foothold as the market leader in the industry
and execute on our aggressive growth plans.
Before reading further...
It is passionate about diversity and cultivating our team’s potential. If you’re hungry
for a good opportunity, but don't meet every point in this job description, please apply
anyway!
As our Customer Success Associate, you'll be responsible for:
● Securing annual subscription renewals and upsell opportunities
● Driving customer adoption, retention, and satisfaction for assigned book of
accounts
● Monitoring and reporting on the health and risk of assigned accounts ●
Managing approximately 150-200 accounts at a time
● Analyzing customer performance data and making recommendations to ensure
revenue growth
● Providing thoughtful, empathetic, and personalized email communication postimplementation
● Supporting our internal Customer Success team by fulfilling partner requests in a timely
manner
● Assisting partners in solving technical and strategy related issues ● Providing best
practices and proactive outreach to partners to ensure they are on their journey to
success
● Maintaining a deep understanding of suite of products ● Working with crossfunctional teams to drive better collaboration and customer experience
● Being the voice of the customer back to our Product organization, communicate
trending customer feedback and ideas
So what kind of person are we looking for in this role? The person who will be
successful in this role will be:
● Curious: By nature, you have a knack for learning the ins-and-outs of software
●Going: You love going above and for teammates and customers
●Detail Oriented: You have a unique ability to proactively identify and address all
customer concerns and colleague needs with thoroughness and precision.
●Empathetic: You provide thoughtful communication which is the foundation of
strong relationships.
●Outgoing: You are enthusiastic and confident in your ability to quickly connect
with new people
Now that we've told you what the job looks like, here are the qualifications we're
looking for in a candidate:
● Willing and able to work in the CEST Time Zone
● 1-2 years of relevant customer success/support experience in a SaaS environment ●
Strong communication skills - you have experience explaining technical concepts to
customers in a professional and thoughtful manner
● Experience being customer centric - you have the ability to understand customer
pain points and genuine desire to help our customers resolve issues ● Experience
working with software or the ability to learn a wide variety of tools ● Fluent in
Spanish
We are a team of Product Management and FinTech honchos & alumni of distinguished institutions (IIT/IIM/ICAI) and we are building something at the cutting edge of HR & FinTech Universe (Embedded Finance is the word)! We have most recently raised Series A funding from IndiaMart and BeeNext and looking to expand our team. We are building something that is unique, real, and Impactful. If you carry a similar passion, we'd love to hear from you!
Responsibilities:
- Act as a Techno-Functional Consultant and maximize adoption of our company.
- Assist & train Customers to implement their process and help them to resolve their support queries.
- Increase overall retention and do in-depth analysis to create up-sell/cross-sell opportunities.
- Eliminate risks proactively and share product feedback and experience with the Product team.
- Showcase newly released features and maximize consumption, share a road-map with customers and gather their feedback to improvise the product.
- Delivering and communicating ROI for our clients, throughout the customer lifecycle.
- Being the trusted partner for the customer on the use-case and product functionality.
- Customer onboarding, training, and support.
- Making customers aware of resources such as knowledgebase articles, tutorials, how-to videos, and webinars.
- Gathering customer feedback and sharing it internally to improve the product and/or establish better Customer Support practices.
- Analyzing customer data and helping them discover aspects of the product that are most beneficial to them.
- Carrying out periodic health checks to avoid churn.
- Firefighting during account escalations.
- Account management and renewals.
- Keeping customers updated on changes to the product they're using, new features, and new products they might find useful.
- Encouraging customer advocacy through internal NPS surveys, external reviews, case studies, testimonials, and referrals.
- Upselling and cross-selling through review of customers' progress.
Requirements:
- Post Graduation (MBA).
- Experience of a growing company with a focus on personal growth.
- As the first person in the customer success team, you'll be expected to setup repeatable processes and helping us scale the function as we grow
- Customer obsession & talking to customers on a regular basis with great empathy.
- Deliver a 11* customer experience on all touchpoints.
- Manage a time agnostic team aligning with USA timezones.
- Clear decision making in ambiguous situations and enabling a similar culture within the team.
- Partner with product team to enable ground level learnings and ensuring that customer interests are met.
- 4+ years working in Customer Success or an Account management role; this is a senior-level role.
- Excellent verbal & written communication skills. You can explain complex issues in simple terms and adapt your tone for different users.
- You are a self-starter that anticipates requests and doesn’t need a lot of oversight.
- You nurture customer relationships and don't view them as transactional emails/calls.
- We are location agnostic, We have a small garden office Jayanagar, Bangalore (home to some of the best dosas in India) to jam together on anything that requires space.
- You are somebody who shares the same ethos.
Shvasa is a yoga startup focussed on taking authentic yoga practices from India to the western world.
We are a team of internet entrepreneurs who love yoga as much as we love science.
Our vision is to lighten thw load of humanity one breath at a time.
The real pandemic in the world is stress, anxiety, and procrastination. Yoga has all the tools which if practiced consistently can help you reach your highest potential. Here we bring the best teachers on our platform and give them all the tools necessary to make a practitioner's journey easy and super effective.
We are a small team of calm and passionate folks who would want like-minded people, who share the love for yoga and also are the best in their respective specializations, to join our team.
- Handle the dual role of being the face of the brand to the customers, and the voice of the customer to the company.
- Handling customer queries related to Shvasa's products, brand, sales, payments and other related topics.
- Own the Live chat feature and inbound customer calls
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Create and present reports as required.
- Provide internal teams with constant feedback to improve products and processes as per valid customer needs.
Key skills required
- Proven customer support experience or experience as a client service representative
- Exposure to US customers, with excellent oral and written communication skills in English.
- Ability to independently handle queries, proactively update one's own knowledge by keeping in touch with other stakeholders.
- A customer focussed mindset with the sensitivity to handle complex queries and escalations as well.
- Ability to work in fast paced and high pressure environment
- Ability to problem solve, multi-task, prioritize, and manage time effectively Note: This is a night shift role.
Executive – Customer Success (for a leading SaaS Product)
About Sulekha.com
Sulekha is one of India’s largest digital business and consumer brands that has transformed local services ecosystem through a powerful need fulfillment and monetization platform that generates qualified, parameterized leads to local service SMBs every day in 40 cities. Sulekha’s unique, scalable digital platform, stapled to an expanding digital-mobile-local opportunity, has positioned it to serve in 24,000+ location-categories for purchase-oriented users (24+ M user needs p.a.) and growth-oriented businesses (2+ M active local businesses).
About Pro-Manage
Pro-Manage is a pioneering tech- and AI-based Marketing-as-a-Service platform developed to serve multi-location enterprise clients increase, manage and measure digital engagement opportunities with prospects and customers, leveraging several valuable business and technology partnerships with global leaders such as Google GMB/Chat, Microsoft Bing, Meta WhatsApp/Instagram, Knowlarity Cloud telephony and others. Pro-Manage is a Sulekha brand initiative.
Pro-Manage is a powerful and sophisticated marketing SaaS platform that has attracted highly regarded brands as its clients: Indian Oil, Shriram Finance, Apollo Pharmacy, Naturals, Sterling Resorts, Muthoot Finance, Aadhaar Housing Finance, Shriram Transport Finance, City Union Bank, O2 Spa, Page 3 Salons, Urban Nomads, CADD Centre and more.
Pro-Manage is developed using advanced technologies, design thinking, continuous discovery, agile development and product management methodologies. The cross-functional Pro-Manage team uses integrated customer-centric product-led marketing and growth paradigms designed to attract and retain targeted customers, maximizing life-time value and minimizing customer acquisition efforts and costs.
Pro-Manage is developed and offered by Sulekha, one of India’s largest digital business and consumer brands that has transformed local services ecosystem through a AI-based need fulfillment and monetization platform that generates millions of qualified, parameterized service requests to local service SMBs every day in 40 cities.
Pro-Manage aspires to be the dominant, industry-leading and technologically the most sophisticated marketing SaaS platform in India with 500+ enterprise customers in the next two years.
Pro-Manage and Sulekha have three of the most well-regarded firms as its investors: Norwest Venture Partners (Palo Alto, US), Mitsui (Tokyo), and GIC (sovereign wealth fund of Singapore).
Job Description & Expectations
We are looking for an executive to help a portion of the 65,000+ customers of Sulekha achieve tangible business outcomes. He/she will closely work with paid customers of Sulekha to achieve the desired goals of Sulekha. This portfolio will be managed by the Pro-Manage SME product of Sulekha.
Pro-Manage Boost operations
a. Profile Enrichment of existing and new customers of Sulekha who want to enhance their presence in Google, Bing, Facebook and others as we add on, by working on their profile content.
b. Deliver on KYC and 8 vectors of digital presence that include posts, photos, videos directions, keywords to enhance the value of customers trying the Sulekha Pro-Manage Boost product
c. Email, Phone call and WhatsApp engagement with customers to obtain content and optimize the Google listings & on other platforms.
d. Closely work with cross functional teams including central design team, central keyword research team and marketing teams to deliver value.
e. Pro-mange Dashboard Training supporting the customer to understand the dashboard.
f. Performance Management for the customers, analyzing the profile performance sharing the reports and insights with the customers and recommend changes to enhance the profile.
Education, Professional and Personal Attributes
· B.Tech/BE/B.Sc. graduation is preferred
· Excellent communication skills, with good knowledge in Hindi and 1 regional language. This is mandatory to help with category expertise
· Good analytical knowledge including working knowledge of all Microsoft tools and awareness of digital advertising tools like Google, Facebook is preferred
· Min. 1 year of experience in digital marketing including interacting with customers will be preferred
· Should possess an innate love of data and ability to see new patterns that impact business
· Positive, initiative driven and passionate about digital marketing
· Result oriented, entrepreneurial, and self-motivated
· Ambitious and flexible
Other aspects
· Reporting to Pro-Manage SME vertical lead
· Must be based out of Chennai with no travel involved
· All days are working from office – no WFH envisaged as of now
What Pro-Manager Offers You
· Opportunity to develop cutting-edge digital SaaS business development expertise
· Develop competence in marketing, product development, customer success and technology
· Highly entrepreneurial and aspirational work environment that inspires and challenges
· Collaborative and fun work environment
· Learning and development program to help you develop skills
· Well-define career path and progression tracking
· Progressive, nurturing and respectful work culture
· Attractive compensation plus incentives
Drive understanding and adoption of our products through effective onboarding of customers.
Keep track of paid sign ups from the website and sales team
Diligently update customer/prospects data in tools provided
Stay on top of updates in current apps
Required Candidate profile
You will ideally have a combination of both Product (Computer Sciences) and Business education & experience
Should be able to work effectively in a Matrixed environment
3 years of relevant experience
Responsible for planning, implementing and directing the sales activities of the company in a designated area to achieve sales objectives.
Duties and Responsibilities
- develop a sales strategy to achieve organizational sales goals and revenues
- set individual sales targets with the sales team
- delegate responsibility for customer accounts to sales personnel
- co-ordinate sales action plans for individual salespeople
- oversee the activities and performance of the sales team
- ensure sales team have the necessary resources to perform properly
- monitor the achievement of sales objectives by the sales team
- liaise with other company functions to ensure achievement of sales objectives
- evaluate the performance of sales staff
- provide feedback, support, and coaching to the sales team
- plan and direct sales team training
- assist with the development of sales presentations and proposals
- develop online sales platforms
- co-ordinate and monitor online sales activity
- investigate lost sales and customer accounts
- track, collate and interpret sales figures
- forecast annual, quarterly and monthly sales revenue
- generate timely sales reports
- develop pricing schedules and rates
- formulate sales policies and procedures
- help prepare budgets
- control expenses and monitor budgets
- maintain inventory control
- conduct market research and competitor and customer analysis
- analyze data to identify sales opportunities
- develop promotional ideas and material
- attend trade meetings and industry conventions
- cultivate effective business relationships with executive decision-makers in key accounts
Education and Experience
- business degree or related professional qualification
- experience in all aspects of planning and implementing sales strategy
- technical sales skills
- proven experience in customer relationship management
- knowledge of market research
- experience in managing and directing a sales team
- relevant product and industry knowledge
- solid understanding of digital sales platforms
- experience with relevant software applications
Key Competencies and Skills
- excellent written and verbal communication skills
- organization and planning
- problem analysis and problem-solving
- information management
- team-leadership
- formal presentation skills
- persuasiveness
- adaptability
- innovation
- judgment
- decision-making
- stress tolerance
Job Type: Full-time
Job Overview
This role will focus mostly on customer service and loan review to start. Ideal candidates will be extremely flexible with scheduling and willing to hustle to help get the business off the ground.
Responsibilities
- Customer Service - Delivering efficient and friendly responses to customer across different channels (main responsibility)
- Credit Risk - Evaluate loan applications for new borrowers applying for Branch loans, find and prevent fraud (main responsibility)
- Servicing & Collections - Proactively reaching out to borrowers who have missed payments
- Product - Escalating customer feedback and IT bugs to help improve our product
- Finance - Manage refunds, repayments, and other payment processes
- General - various administrative projects as needed
Qualifications
- 1-2 years of previous job experience in customer service
- Passionate about our mission and our customers
- Highly entrepreneurial, proactive, and willing to get your hands dirty
- Excellent communication skills, both oral and written
- Good grammar, spelling and punctuation
- Driven by data and highly analytical, good understanding of excel preferred
- Good typing speed (ideally above 45 wpm)
- Ideal candidates will be extremely flexible with scheduling e.g. willing to work on weekends and occasionally holidays
- You are required to take an online typing speed test through the link below
- Go to http://www.typingtest.com/">http://www.typingtest.com/ to complete a type speed test.
- On the left, select English, 1 minute, and Aesop's Fables.
- Click the green "Start Test" button.
- Please upload a screen shot of your typing test results as part of your cover letter.
Apply here: https://hire.withgoogle.com/public/jobs/branchco/view/P_AAAAAAFAAGKIzCHGAVHhy1">https://hire.withgoogle.com/public/jobs/branchco/view/P_AAAAAAFAAGKIzCHGAVHhy1