A Bit About Us:
Appknox is one of the top Mobile Application security companies recognized by Gartner and G2. A profitable B2B SaaS startup headquartered in Singapore & working from Bengaluru.
The primary goal of Appknox is to help businesses and mobile developers secure their mobile applications with a focus on delivery speed and high-quality security audits. Appknox has helped secure mobile apps at Fortune 500 companies with Major brands spread across regions like India, South-East Asia, Middle-East, US, and expanding rapidly. We have secured 300+ Enterprises globally.
We are a 50+ incredibly passionate team working to make an impact and helping some of the biggest companies globally. We work in a highly collaborative, very fast-paced work environment. If you have what it takes to be part of the team, we are excited and let’s speak further.
The Opportunity:
Customer Success contributes to our efforts to enhance and transform the Appknox customer experience via a customer-centric approach (building and maintaining relationships, proactively identifying potential crises that may be detrimental to the user experience, meeting, and exceeding customer expectations). Thus, helping to differentiate Appknox.This position provides the opportunity to tame different use cases across multiple industries and interact with some of the smartest individuals from other fast-growing companies that are our customers. We see this role requiring an intersection of three key skills – Business Acumen & Problem solving, Product Perspective, and People Skills.
Responsibilities:
- Manage a portfolio of current customers.
- Understand the customer’s goals, establish a trusted relationship and ensure that they are successful in achieving their business goals using Appknox.
- Own the customer lifecycle journey from onboarding to adoption, renewal, and growth.
- Organize, analyze, prioritize, and share customer feedback with concerned stakeholders to ensure we always consider the voice of the customer.
- Drive live demos and product implementation for your customers when onboarding and support existing clients on issues and tickets.
- Prepare and collate all materials and participate with customers on QBR exercises to address existing gaps and identify new opportunities/use cases.
What An Ideal Candidate Would Look Like:
- 2+ years of working experience in a customer-facing role such as Customer Success, Technical Account Management, Customer Onboarding roles at SaaS companies.
- Good communication skills especially with Enterprise customers from around the globe are necessary.
- Must have experience in upselling, cross selling and gauge customer requirements.
- Must have good presentation skills and hold of understanding customer’s business requirements.
- Will have worked on KPIs - customer retention, upsell revenue, cross sell revenue, QBR(Quarterly Business Reviews), referrals.
- Knows how to be the customer's voice in the company to ensure they get maximum value from upcoming product features.
- Must have experience of tracking product usage and instrumentation for Customer Success Management.
- May have experience driving customer advocacy programs along with Sales and Marketing teams to build customer referral, customer case studies and testimonials.
Work Expectations:
Within 1 month
- You should have a complete hold of the product and value customers are getting from it.
- Interact with at least 5 enterprise customers and receive feedback that we should be focusing on.
- Drive at least 1 QBR from existing customers.
Within 3 months
- You need to have a clear understanding of onboarding customers.
- Suggest CR(Customer Requests) for the Product team to evaluate and consider in the product roadmap.
- Complete atleast 5 QBRs and also engage with 15+ customers from your book of business to ensure they get value++.
- Understand how to build the engagement pipeline for each of the customers you are owning and document all engagements.
- At least 1 referral from existing customers.
Within 6 months
- You should have discipline and document all of the ongoing discussions.
- Own CS for your accounts and set up a process that needs to be implemented for better customer experience.
- We need an owner for this position who can in future build the CSM team below to drive overall customer success.
Personality traits we really admire:
- Confident and dynamic working persona, which can bring fun to the team, and sense of humor, is an added advantage.
- Great attitude to ask questions, learn and suggest process improvements.
- Has attention to details and helps identify edge cases.
- Highly motivated and coming up with fresh ideas and perspectives to help us move towards our goals faster.
- Follows timelines and absolute commitment to deadlines.
Interview Process:
- Round 1 - Profile Evaluation
- Round 2 - Task sent by Appknox, reviewed by Appknox CSM and leadership team.
- Round 3 - Call with the CSM team to review your assignment
- Round 4- Call with one of the management team members to review your assignment and understand overall your experience and vision on Customer Success.
- Round 5 - HR Call
Compensation:
- As per Industry Standards
We prefer that every employee also holds equity in the company. In this role, you will be awarded equity after 12 months, based on the impact you have created.
Please be aware that all your customers will include Enterprises and Fortune 500 companies.
Why Join Us:
- Freedom & Responsibility: If you are a person who enjoys challenging work & pushing your boundaries, then this is the right place for you. We appreciate new ideas & ownership as well as flexibility with working hours.
- Great Salary & Equity: We keep up with the market standards & provide pay packages considering updated standards. Also as Appknox continues to grow, you’ll have a great opportunity to earn more & grow with us. Moreover, we also provide equity options for our top performers.
- Holistic Growth: We foster a culture of continuous learning and take a much more holistic approach to training and developing our assets: the employees. We shall also support you all on that journey of yours.
- Transparency: Being a part of a start-up is an amazing experience, one of the reasons being the open communication & transparency at multiple levels. Working with Appknox will give you the opportunity to experience it all first hand.
- Health insurance: We offer health insurance coverage upto 5 Lacs for you and your family including parents.
- Work Schedule: Flexible working environment with remote work if required.
Shubham Vishwakarma
Full Stack Developer - Averlon
About Appknox
About
Appknox, a leading mobile app security solution HQ in Singapore & Bangalore was founded by Harshit Agarwal and Subho Halder.
Since its inception, Appknox has become one of the go-to security solutions with the most powerful plug-and-play security platform, enabling security researchers, developers, and enterprises to build safe and secure mobile ecosystems using a system-plus human approach.
Appknox offers VA+PT solutions ( Vulnerability Assessment + Penetration Testing ) that provide end-to-end mobile application security and testing strategies to Fortune 500, SMB and Large Enterprises Globally helping businesses and mobile developers make their mobile apps more secure, thus not only enhancing protection for their customers but also for their own brand.
During the course of 9 years, Appknox has scaled up to work with some major brands in India, South-East Asia, Middle-East, Japan, and the US and has also successfully enabled some of the top government agencies with its On-Premise deployments & compliance testing. Appknox helps 500+ Enterprises which includes 20+ Fortune 1000 and ministries/regulators across 10+ countries and some of the top banks across 20+ countries.
A champion of Value SaaS, with its customer and security-first approach Appknox has won many awards and recognitions from G2, and Gartner and is one of the top mobile app security vendors in its 2021 Application security Hype Cycle report.
Our forward-leaning, pioneering spirit is backed by SeedPlus, JFDI Asia, Microsoft Ventures, and Cisco Launchpad and a legacy of expertise that began at the dawn of 2014.
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