Apply here: https://a.peoplehum.com/iszyn
DISCLAIMER: This position is open only for candidates in Bangalore.
About Us:
peopleHum is an intuitive, agile and integrated platform built for a complete multi-generational employee experience, from hiring to performance, engagement and HRMS, with the power of machine learning and automation.
Are you interested in understanding global business Working with customers to solve their problems Connecting with people from around the world and getting to know them closely on how they think, work and conduct business Do you believe you have what it takes to join an Award Winning (nothing less than the Codie award for the best HCM platform of the year), AI and automation tech driven platforms that is the fastest growing solution globally Come join us and be a part of the AI revolution!
What are we looking for:
Qualifications:
- Bachelor's degree in a relevant field and 12+ years of experience in customer support within a B2B environment.
- Proficiency in cloud platforms such as AWS, Azure, or Google Cloud and Experience with integration tools and technologies such as APIs, microservices.
- Strong understanding of security protocols, compliance requirements, and data protection regulations (e.g., GDPR, ISO, SOC2).
- Proven track record in managing and growing customer accounts, with a focus on revenue growth and churn management.
- Experience in scaling and leading global or regional customer success teams.
- Excellent verbal and written communication skills.
- Strong analytical and problem-solving abilities.
What will you be responsible for:
1) Onboarding Excellence
- Design and implement a customized onboarding process for new clients, collaborating closely with peoplehum Sales, CHRO, HR, and IT teams.
- Continuously gather and act on client feedback to refine the onboarding experience.
2) Revenue Accountability
- Meet or exceed revenue targets, partnering with Sales to strategize on renewals and upsell opportunities.
- Oversee contract negotiations, pricing, and manage the subscription renewal process.
3) Operational Leadership
- Resolve technical issues in coordination with Engineering, Sales, and Product teams.
- Implement tools, metrics, and processes to enhance efficiency and customer experiences.
- Ensure adherence to service levels (SLAs and OLAs) across all communication channels.
4) Customer Engagement
- Customer Satisfaction: Drive customer satisfaction by consistently meeting and exceeding CSAT and NPS targets, ensuring a superior customer experience.
- Customer Retention: Proactively engage with customers, build strong relationships to understand their needs, anticipate challenges, and implement strategies to enhance customer loyalty and retention.
- Proactive Communication: Establish regular touchpoints with key accounts to provide updates, gather feedback, and address any concerns before they escalate.
- Customer Education: Develop and deliver comprehensive training programs and resources that empower customers to fully utilize PeopleHum's products and services.
5) Team Leadership
- Hire, develop, and lead high-performing, inclusive teams across multiple regions.
- Plan capacity and staffing needs to align with business growth.
- Champion PeopleHum's culture and leadership principles.
- Ensure the team is well-prepared to support new products and services through comprehensive training and development programs.
DISCLAIMER: This position is open only for candidates in Bangalore.
