Goodera - Senior Manager - Customer Success - IIM/MDI/ISB

Senior Manager- Customer Success

About Goodera:

- Goodera is a global CSR, Sustainability & Volunteering Management technology platform, co-headquartered in Menlo Park and Bangalore. Powered by innovative cloud, mobile, voice and big data platform, embedded with strong domain expertise, Goodera enables and empowers corporates to manage their CSR and sustainability goals in a simple, transparent, measurable, and engaging manner.

- Goodera works with over 150 large enterprises (including 24 Fortune 500 Global companies) to help them manage their CSR projects and engage with employees through volunteering- 300,000 employees globally volunteer using Goodera. 10% of corporate India's total CSR spend is managed on Goodera. With technology at the core of our business, we envision to create an ecosystem in collaboration with all the stakeholders- Corporates, NGOs, suppliers, and employees to power the world of good.

- Goodera's CSR Lifecycle Management Platform provides corporates automation and intelligence across monitoring and evaluation, impact measurement, grant making, reporting, and employee volunteering. Goodera helps solve the critical need for corporates and non-profits to have last mile visibility of progress and impact measurement of their CSR projects. It enables effective governance in deciding and managing CSR projects,provide insights through dashboards for different stakeholders and data-driven stories of change for powerful communication.

Goodera Volunteering Platform enables companies to involve employees in volunteering at scale in an engaging manner while taking away the friction of sourcing volunteering opportunities, coordination and management of activities.

- Goodera Volunteer is looking for a Senior manager - Customer success to manage relationships and deliver services to some of Goodera's clients on a Global level. Roles are open for Goodera's Bangalore office.

- You must possess leadership qualities to succeed in this role along with excellent ability to communicate with senior management of top corporations.

Responsibilities :

Enterprise account management :

- Drive Customer success activities & outcomes

- Oversee successful implementation of Goodera's product suite for each client

- Oversee portfolio of customers, avoid churn and explore avenues to Up-sell to maximise revenues from an account

- Drive new business growth through greater advocacy and reference-ability

- Drive employee engagement, leadership development and PR campaigns for the clients through Goodera's volunteering platform

Increase product adoption amongst employees of existing corporate clients

- Influence future lifetime value through higher product adoption & customer satisfaction

- Monitor key engagement metrics like product adoption, user rating, number of voices and customer health

- Define and optimize customer lifecycle on the portal

- Map customer journey and define segmentation of customer base and varying strategies

- Develop listening points in journey (e.g. usage, satisfaction, etc.)

- Send periodic performance report with Key Metrics to Goodera's Executive team

Cross-functional support :

- Align with Product team around driving product roadmap

- Align with Sales around cross-sell and up-sell and focus on selling with a retention focus

- Align with Executive Team around key metrics and objectives Business strategy

- Align with sourcing team to develop capabilities and offerings in areas of user interest

- Identify & build growth capabilities & enablers that will drive significant growth of volunteering and giving in focus geographies. These would include optimizing the current assets and make the business future ready

- Own the business and influence leadership team by sensitising them towards new user insights, product changes, new features etc.

Desired background :

- 2-8 years of work experience preferably in a consulting/ account management role

- MBA from a premium institute with excellent academic record

- Prior experience in Employee engagement, Learning and Development is a plus

Desired competencies:

- Demonstrate high ownership and exude high energy in all tasks

- Strong Bias for action - Goodera works at a rapid pace

- Excellent organizational and team coordination abilities

- Should be able to handle pressure and deadlines in an unstructured work environment