Job Description

Role: Customer success analyst

Location: Gurgaon

is Asia\'s fastest-growing HR technology platform. Brainchild of alumni from world\'s most distinguished organizations (McKinsey, EY, Google), we are the preferred choice of 700+ global enterprises to manage their 2 Million+ employees across 90+ countries.

Darwinbox\'s new-age HCM suite competes with local as well as global players in the enterprise technology space (such as SAP, Oracle, and Workday). The firm has acquired notable customers ranging from large conglomerates to unicorn start-ups - Vedanta, Mahindra, Glenmark, Adani wilmar, Swiggy, DLF, crisil, CRED, JG Summit Group, Cebu Pacific Air, Nivea, Puma, etc.

The vision of Darwinbox to build a world-class product company from Asia and is backed by marquee global investors like Salesforce, Sequoia Capital, and Lightspeed Venture Partners and Microsoft

Job Overview: We are seeking a highly motivated and results-driven individual to join our team as a Business Analyst to Customer Success Head. This position is responsible for working closely with the regional account management team to drive and track regional initiatives in Customer Success.

Key Responsibilities:

Monitor and report customer health metrics, such as usage, engagement, and Net Promoter Score (NPS), and client health

Collaborate with CSMs and AMs for driving:

Regional initiatives, tracking progress, flagging any potential delays/risks

Process adherence in BAU activities-

Client Facing: QBR, Governance, Weekly Updates

Internal: Data maintenance in internal systems, coordinating with cross functional teams

Basic Analysis of trends in usage, client health and internal metrics and reporting on a agreed frequency

Requirements:

Bachelor\'s degree in business administration, Marketing, or a related field.

1+ years of experience in customer success, account management, or a related field, preferably in the SaaS industry.

Advanced proficiency in Microsoft Excel

Strong analytical and problem-solving skills, with the ability to synthesize complex data and information to make informed decisions.

Have kept it brief, but let me know if you feel any modifications might be needed.

Darwinbox