Job Description

About Company

Keka has been a silent revolution in the making since our launch 8 years ago. Our steadfast focus on building an employee-centric HR platform was well received by more than 8500 businesses across India and the world. Today we are India's #1 platform in the segment with the greatest number of new customers adopting the platform, all with zero advertising spend and pure customer love.



We are an organization built by our employees. The passion and the extreme ownership that our people bring to the table are contagious. We don't hide our shortcomings and aren't afraid to ask for help. When we fail, we learn, adapt, and do better in the future. This open culture encourages our people to innovate, regardless of their function and across departmental boundaries.



In November 2022, the company recently secured India's largest Series A SaaS funding with a whopping $57 million from WestBridge Capital.

About the Role:

We are seeking an experienced Associate Director to lead our Onboarding team within the Customer Success department. The ideal candidate will have 12-15 years of experience in customer success, with a strong background in onboarding processes and procedures. The Associate Director will be responsible for overseeing the onboarding of new customers, ensuring a seamless transition from sales to implementation, and driving customer success and satisfaction.

Roles and Responsibilities:

Develop and implement onboarding strategies and processes to ensure successful customer adoption and satisfaction. Lead a team of onboarding specialists, providing guidance, support, and mentorship. Collaborate with sales, product, and support teams to ensure a smooth transition for new customers. Monitor and analyse onboarding metrics to identify areas for improvement and optimize processes. Act as a liaison between customers and internal teams to address any issues or concerns during the onboarding process. Develop training materials and resources for customers to facilitate self-service onboarding. Stay up-to-date on industry trends and best practices in customer onboarding to drive continuous improvement.

Qualifications:

Bachelor's degree in business, Marketing, or related field. 12-15 years of experience in customer success, with at least 5 years in a leadership role. Proven track record of successfully managing customer onboarding processes and driving customer success. Excellent communication, leadership, and problem-solving skills. Strong analytical skills and ability to interpret data to drive decision-making. * Experience working in a SaaS or technology company is preferred.