What we want to accomplish and why we need you?
Having reached over 500 million devices, and processing over 7 billion conversations till date, Haptik is one of the world's largest Conversational Commerce companies. We have built a robust set of technology tools that can enable any kind of conversational application, and are at the forefront of the paradigm shift of interaction from clicks to conversations. With a 400+ member strong team that includes some of the best minds in the industry, we’re truly poised to lead the Conversational Commerce revolution.
In 2019, we announced a major strategic partnership with Jio and are now a part of $65 billion internet conglomerate Reliance Jio Platforms.
To know more about the Life-at-Haptik, do check out this ~3.5 minutes video :
Life at Haptik
What are Haptik's Core Company Values:
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Ownership: You ensure things get done, get done on time, and get done correctly.
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Perseverance: You are resilient against setbacks, sticking with things until you succeed.
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Agility: You are able to adapt to change without losing momentum and vision.
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Impact: You deliver the highest-quality work and nothing short of excellence gives you work fulfillment.
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Integrity: You are trustworthy and always do the right thing, no matter how easy or hard.
What does a typical day look like for a Customer Success Manager ?
We are on the lookout for a dynamic individual in the Customer Success Team who works closely with the enterprise clients helping them achieve their business goals. This is a managerial role wherein you will be guiding a team of analysts and also dealing with value enterprise clients directly.
What responsibilities will you be trusted with for the CSM Role:
- Business Advisor to our clients working towards achieving their business goals and success metrics. Ability to manage client relationships and expectations
- Goal-oriented and data-driven to actively track bot performance and drive metrics like CSAT, NPS, Adoption and Usage for clients. Analyze customer data to improve the end-user experience
- Experience with metrics like Net Revenue Retention (Upselling), Churn, Customer References & reviews. Work closely with cross-functional teams, internal and external with ease to drive these goals
- Passionate about Customer Experience and ability to be an active voice in guiding Product Roadmap
- Excellent communication and presentation skills. Remember communication is not what you say but what the other person understands
- Be a cultural champion and energy driver
What skills,expertise and experience are we looking for?
- 2-4 years of experience in Customer Success in SaaS
- Exceptional communication and presentation skills, coupled with excellent listening skills
- Analytical and data-driven with ability to work with multiple stakeholders
- Demonstration of good product and consumer thinking during his/her career
- Hands-on and a quick learner. Comfortable with learning new technology
- Basic tech skills especially knowledge of python will be a plus
- This role provides you access to the Personally Identifiable Information or Protected health information for which you will be abide to follow secure data handling practices to safeguard and protect such data.
Working hard for things that we don't care about is stress, but working hard for something we love is called passion! At Haptik we passionately solve problems in order to be able to move faster and each Haptikan imbibes our key values of honesty, ownership, perseverance, communication, impact, curiosity, courage, agility and selflessness.