Info Edge - Manager - Customer Success - Zwayam Hire

Overview:

India's most popular SaaS based hiring platform started by industry practitioners and meant for large and mid-market enterprises, with a light version for SMEs. Zwayam is an end-to-end recruitment automation software - a process enabler and helps automate all stages of hiring from sourcing to onboarding. Zwayam uses contemporary technologies like AI, ML and NLP allowing clients to use technology to change the way they hire.

Job description for Customer Success Manager - Zwayam Hire:

The Customer Success team of Zwayam is looking for a driven and customer-focused Customer Success Manager (CSM) to serve as a primary contact point for Zwayam's customers. You will have responsibility for partnering with a set number of assigned accounts, maintaining a continual focus on the customer's business goals to improve their overall technical and operational health and realize the maximum value out of their investment on Zwayam. The Customer Success Manager maintains awareness of the customer's key events, needs, potential risks, and value drivers.

As a trusted advisor, the CSM will build a track record in customer success through superb communication and extensive knowledge of the Zwayam Hire platform to ensure optimum leverage for the business requirements through usage of Zwayam's key features. The CSM is would strive to become the go-to person for the customer for any event, process and optimization related to the Talent Acquisition function for their organization.

As a Customer Success executive, your role is focused on managing relationships with our newly onboarded clients. You will also be responsible for ongoing care and growth opportunities. The role will require an Customer Success Executive with exceptional project management skills. You will be expected to feed into the continuous improvement of our process, products, and service to Partnerships and Clients as we scale. You will work closely and cross-functionally with all teams across the business including sales, data insights, compliance, and engineering.

• Educate customers on how existing and new product features/functionality will contribute to the growth of their business.
• Be the Voice of the Customer & a Product and Company advocate at the same time.
• Handle and respond to customer queries and requests.
• Develop an intimate understanding of your customers' business.
• Enlighten our customers with insights gleaned from their own data and industry trends.
• Ensure customers get maximum value from Zwayam by leveraging full platform functionality.
• Liaison between your customers and the internal Zwayam team.
• Interact with clients to understand their specifications.
• Create and educate customers on best practices.
• Empathy towards the customer.

Role:

• 5+ years of experience in Customer Success or Customer Service in a SaaS company
• Understanding of recruitment processes and experience in recruitment domain is an absolute must.
• Excellent organizational skills and ability to juggle multiple projects at any given time.
• Great problem-solving skills, taking a consultative approach to find the best solution.
• Excellent verbal & written communication skills. You can explain complex issues in simple terms and adapt your tone for different users.
• Comfortable giving presentations to groups of any size.
• Comfortable in Microsoft tools like excel and PowerPoint.
• Knowledge of SQL, Rest API, JSON, XML, Programming Languages are an added advantage.

Impact Expected:

• You would be an expert in the Zwayam Hire platform features & functionalities.
• You would be a consultant for the customer for any integration capabilities of Zwayam with other tools/ platforms in the Talent Acquisition space.
• You would own the renewal & expansion for a set of customer.
• You would secure referrals and advocacy collaterals from your customers.
• Internal Relationship Building: Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.