Summary

The Customer Success Manager is specifically tasked to help Xalts’ enterprise customers onboard on our product suite and maximize their use of the same. Your individual contributor role will include supporting the Sales team during both pre and post sales stages for new and existing customers. 

Feedback from your day-to-day engagements with customers’ teams will also be valuable input into our product roadmap to maximize adoption and use by our customers.

Location: Bengaluru, India / Mumbai, India (in-office role)

Career Path:

As an early member of a dedicated Customer Success team, we expect this individual to learn and grow exponentially.

Responsibilities

Pre-sales stage: Supporting sales team in customer journey

1. Support prospect clients’ access to sandbox environments for client training and testing.
2. Provide training and cover all adoption levers with customers, coaching each customer on how to leverage Xalts’ suite of products best.

Pre-sales stage: Operational Onboarding

1. Handle the onboarding process for new customers 
2. Manage the due diligence process from our clients with internal and external stakeholders with the relevant processes, responses and documentation to enable onboarding. This includes business, tech and information security due diligence processes. 
3. Manage the due diligence process from our end for client onboarding, including but not limited to KYC, AML checks etc
4. Represent customer questions and feedback during this phase to our internal partners 
5. Leverage existing processes to create a consistent customer journey, iterate on processes with leadership guidance as you learn from each customer experience helping the entire team mature.

Post-sales stage: Relationship Management

1. Serve as the primary point of contact for the users (operations teams) in customer organizations for a select book of customers at Xalts, build solid relationships, and understand their business issues in day-to-day operations.
2. Conduct regular check-ins with customer stakeholders to address questions or issues and understand their strategic objectives.
3. Act as the voice of the customer to our internal stakeholders, including flagging and managing risks, advocating for their needs, and ensuring alignment on objectives.

Post-sales stage: Driving platform KPIs

1. Deliver on company’s KPIs for managed accounts which include annual growth and retention objectives
2. Support close collaboration with Sales enabling Sales to execute on revenue goals and objectives
3. Be a steward to resolve operational issues that may be affecting the customer by working with technical teams to drive resolution on behalf of the customer.

Requirements

1. 5+ years of experience in a similar client-facing role in a fintech / global B2B SaaS company.
2. Experience in onboarding, set up, training/product demos, resolution and escalation of issues, client retention
3. Proven track records of achieving commercial targets in previous roles.
4. Excellent communication and presentation skills.
5. Ability to work with cross-functional teams including sales/bd, finance, engineering.
6. An appetite for continuous learning and ability to work in a fast-paced environment.

Skills

• Business Relation
• Communications Skills
• Operations
• Team Collaboration