Convosight - Head - Client Success & Strategy - IIM/ISB/FMS/MDI/XLRI

Convosight is the first community management platform that uses the power of machine learning to help brands tap into closed communities, for insights and marketing. It enables community creators to become community entrepreneurs, by helping them earn a sustainable income through brand partnerships. Over 50,000 communities across 75 countries are managing 480 million members through Convosight. Till date, Convosight has paid out $1 million to community creators and helped them achieve financial independence.

The world is moving from individual social media accounts to interacting with like minded individuals in digital communities across platforms like Facebook Groups, Discord, Telegram, Reddit and more. This where people with similar passions, pain points and ambitions are talking with each other, learning from each other, supporting each other and growing together. These digital communities are also a completely new channel for brands (Enterprise to DTC to SME) to meaningfully engage with their customers and form long lasting relationships with them.

Just to give you an idea of the scale of these digital communities, there are over 10 million groups on Facebook with over 1.8 billion people active in them monthly!

And this is just the beginning...

About the Role:

Working as a Head of Client Success & Strategy is a Leadership role within the organization in enabling Convosight to provide value and delightful experience to its Enterprise Clients leveraging Creativity, Process, Insights, and Training. The primary key success metric for this role would be measured through an increase in Client Retention & increase in the overall business value of the Client relationship.

Your key roles will be to manage both the day-to-day problem-solving, identifying solutions with the team alongside running long-term transformations of process changes to drive strategic changes that enable the team to deliver successful outcomes for clients.

Below are some key areas of responsibility:

- Optimizing the Customer Journey by examining various stages of the customer journey and identifying gaps in customer-facing processes, including mentoring CSMs around how to solution for customers' objectives and use cases using a clearly defined approach to deliver values for the customers.

- Use internal Product software and reports to keep tabs on customer health scores and the performance of Brand Success Manager which could help identify and implement necessary process improvements

- Formulate Upselling and Cross-Selling Strategies through a process of Client Strategic Account planning, working closely with the Sales & Marketing team to with Brand Success managers to identify prospects for business expansion. Using this collaboration to define the BSMs involvement in upselling and cross-selling to the existing customers

- Alignment, Education, and Training across functions to align all of them towards Brand Success. Every key business area must participate in the effort to bring value to the customer and provide exceptional experiences.

- Team Management and Performance Tracking to identify key performance indicators (KPIs) and metrics to measure team performance and the growth of the organization. Commonly-measured metrics include monthly recurring revenue (MRR), product adoption rates, customer satisfaction levels, etc.

Who we are looking for?

- 10+ Year of professional experience with min. of 7 Yrs+ in managerial capacity in mentoring, enabling and inspiring teams to success.

- MBA Degree from Tier 1 Institution is a Strong Plus.

- 5Yrs+ Experience in an organization that sells to Enterprise Brands through a recurring, SaaS-based model is a very Strong Plus

- Must be an analytical thinker with keen problem-solving; process development and improvement; as well as task planning and delegation skills.

- Proven record of driving customer satisfaction and enhancing customer experience in their past work.

- Must be able to actively participate in meetings with C-Suite executives and contribute unique perspectives and value.

- Strong interpersonal skills and the ability to lead and inspire mid-level managers to drive company growth.

- Ability to create strategies, implement them, track performance, and achieve set objectives.

- Must be an analytical thinker with keen problem-solving; process development and improvement; as well as task planning and delegation skills.

- Proven record of driving customer satisfaction and enhancing customer experience in their past work.

- Must be able to actively participate in meetings with C-Suite executives and contribute unique perspectives and value

What we value:

- Someone who is independent, self-motivated, and can stay efficient and productive without someone looking over your shoulder all day long

- Someone who is a voracious learner

- Actively seeking to learn and view feedback as a beautiful gift

- Loves tackling ambiguous problems and shaping them into clear goals

The perks:

- Ethical work culture. We believe in open, intellectually honest culture where everyone contribute and do their life's best work

- Learn new things, solve new problems, be part of an innovative tech start-up that's disrupting middle of the funnel brand marketing

We foster a culture that values first principle thinking, encourage constructive feedback, engagement, inclusion and diversity at all levels

If you value autonomy, believe in getting things done, are passionate, can turn ideas into reality, enjoys working at an early stage SaaS company, with minimal supervision - come join us!

Our Team and culture:

Aside from being a fast-paced, result-oriented startup, there is more to our personality.

We truly believe that Ideas don't have a hierarchy; It's a fact that most of the ideas have come - from interns and freshers

Lots and lots of learning, problem-solving (we take paper notes all the time)

Work-life balance is v imp but there are times we burn the midnight oil

We like challenging the ordinary; our growth has been organic