Job Description

:

Senior Customer Success Manager

Who are we?

RippleHire is an award-winning recruiting platform (Nasscom Emerge50 - Enterprise category). Made in India. Made for the world. We build products that make recruiting effortless, human and delightful.

We delight over half a million users in 25 countries, and we are looking for customer success professionals who will build strong relationships with customers and collaborate with cross-functional teams internally to deliver consistently excellent customer experiences. The ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships.

What will you be doing?

• Build strong and trusted partnerships with the assigned customers, across all levels to ensure they are successful in achieving their talent goals
• Understand the customer's key hiring objectives, their goals and their challenges, and use a consultative approach to help address them
• Develop, execute and continuously review customer success plans to define shared goals, KPIs, and align our solution to our customers organizational objectives, initiatives and strategies.
• Partner with the customer point of contact or admin with a data-driven approach to build an employee referral program brand within the client organization.
• Collaborate with customers to develop, launch, and manage campaigns focused on driving engagement across the organization
• Drive product adoption and improve engagement through education and best practice sharing
• Provide support on queries/issues reported by end users, conduct analysis on issues, collaborate with the engineering team to provide resolutions.
• Leverage data-driven insights and regularly communicate the impact of the product and engagement on the customer's desired outcomes through monthly and quarterly reviews
• Liaison between the customers and internal teams to ensure any technical or product related issues are resolved
• Be the voice of the customer and provide insightful feedback to the product teams to inform the product roadmap
• Prepare documentation or visuals of campaign performance for client; analyze trends in CSAT and NPS scores to identify areas for improvement
• Build strong customer advocacy to boost customer referrals and develop case studies
• Ensure customer retention and growth through meaningful interactions and value delivery

Skills:

Required Skills

• 8-12 years of experience in customer facing roles, preferably in Customer Success or Account management in the Talent acquisition or Talent management domains
• Demonstrated agility, adaptability and growth mindset to drive change management
• Strong skills in written and verbal communication and presentation
• Ability to think out of the box and arrive at creative problem solving initiatives
• Analytical and data driven with the ability to use derive insights in reports and dashboards and communicate effectively
• Strong stakeholder management skills with the ability to assertively manage conflicts and drive timely outcomes

About Company:

There is a joy in helping people build their careers and seeing them progress. There is satisfaction in helping people pay it forward. Talent acquisition and employee referrals gives us a view into the inherent goodness of humanity. We are in the business of making recruiting effortless, human and delightful. We today serve 500K+ employees in 25+ countries through our SAAS offering - RippleHire. RippleHire is a winner in Nasscom Emerge50 enterprise category, picked as a futuristic HR technology by People Matters. What pleases us the most is that our customers compete and win awards basis the change we co-create. We are building an authentic organisation. An organisation with a judgement free culture where people are free to be & do their best. This way, all your energies are focussed on helping our customers succeed and realise value. This reflects in our hiring practices (50% diversity ratio) and our Glassdoor rating (4.9). Join us if you wish to marry your skill set with impact.