Head - Customer Experience

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 - Assignment
• Round 3 - Assignment discussion with the CSMs
• Round 4- Hiring Manager
• Round 5 - HR Discussion 

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.

Minimum 10 years of experience in .NET technologies.

Strong hands-on experience in:

NET Framework o ASP.NET o .NET Core

• Experience in Web APIs, MVC architecture.

• Strong knowledge of SQL Server and database design.

• Experience in server deployment and application hosting.

• Strong problem-solving and leadership skills.

Responsibilities:

• Execute campaigns on Facebook, Google Ads & other portals to drive growth.
• Work on optimization of campaigns through lever like CTR, conversion rate, average order value, etc.
• Analyzing & Reporting of Data & executing changes based on learnings.
• Coordinate with the design team to ensure campaign implementation.
• Planning & Testing of creatives & Audiences.
• Work on creatives & communication for the ads on various portals.

Must Haves: -

Experience: 1.5 - 2 years in Performance Marketing

Good written and verbal communication skills.

Knowledge of Microsoft Excel

1.Proven experience as a PPC Ads Specialist or similar role with a successful track record of managing and optimizing PPC campaigns.

2.In-depth knowledge & work experience of PPC platforms such as Google Ads, Bing Ads, and social media advertising platforms (Facebook, Instagram etc.)

3.Experience in Paid Search (PPC) / Create and manage Payper Click (PPC) campaigns.

4.Sound knowledge of keyword research tools, analytics platforms, and bid management systems.

5.Strong communication and collaboration skills.

6.Ability to work in a fast-paced, results-driven environment.

6.Certifications in Google Ads and other relevant platforms will be a plus.

Desired Candidate Profile

• MBA (HR) preferred
• Non-MBAs with 2+ years of experience in related fields can also apply
• Work experience in talent acquisition teams of start-ups or technology companies
• Familiarity with hiring portals & professional networks like LinkedIn  

We are looking for an AngularJS engineer to build world-class user
experience while innovating with and implementing full front-end stack. We
need someone who thinks outside the box, someone who doesn't settle on one solution, and someone who loves challenging projects and complex user flow and advance technologies.

Work Profile
o Delivering a complete front end application in AgularJS
o Ensuring high performance on mobile and browser with reusable and modular components spanning cross multiple projects
o Coordinating the workflow between the graphic designer, the HTML coder, and yourself
o Integrate with the back-end developer in the process of building the RESTful API o Communicating with external web services for 3rd Party tools and services integration

Requirement
o 3+ years of experience and proficiency with AngularJS, JavaScript and HTML5
o Deep knowledge of AngularJS practices and commonly used modules based on extensive work experience
o Creating self-contained, reusable, and testable modules and components
o Ability to provide SEO solutions and optimization

o Writing non-blocking code, and resorting to advanced techniques such as multi-threading, when needed

o Creating custom, general use modules, and components which extend the elements and modules of core AngularJS

Location- Ahmedabad