NeoDove Technologies - Lead - Customer Success

Lead - Customer Success

Role: Customer Success

Location - HSR layout, Bangalore

India is the next global SaaS capital!

It is indicated that the Indian SaaS market will grow multi-fold by 2025 and account for a global market share in the range of 7-10%, up from the current range of 2-4%: EY

Now is the best time to be a part of the SaaS industry.

NeoDove, a Telecalling CRM that aims to empower Small and Medium Businesses (SMBs) across the globe. As India's leading Telecalling CRM provider, we strive to improve sales team efficiency, boost sales and help you grow with our all-in-one solution.

To make your life easier, our Telecalling CRM even comes equipped with a dialer alongside WhatsApp API services, for quick and effective communication.

Since its inception in 2020, NeoDove has raised funds in two rounds - Angel & Seed; with the Seed round led by India Quotient. NeoDove has been witnessing a 25% Q-o-Q growth rate, with over 30,000 users on board, and is trusted by 3000+ SMBs across the globe.

In May 2022, NeoDove was acquired by Vyapar App. Wings spread as Vyapar is the category leader in billing software, serving over 1 Cr+ SMEs in India. With the energetic startup vibes at NeoDove, and Vyapar's network and mentoring, one will have the best of both worlds.

Why NeoDove?

NeoDove is a rapidly growing B2B software company that is solving real problems for SMBs. With customers always at the heart of everything we do, we have been awarded as Micro-Enterprise of the Year in 2021 and 2023.

About the Role:

We are looking for people who can take ownership of the Customer Success team and who love making customers happy, who love making customers successful, an entrepreneurial spirit and passion for customer satisfaction, and who can understand the pain of customers.

The primary role of Customer Success would be to evaluate how customers utilize our product and identify areas for improvement to maximize retention. As CSM, you will have to take the lead in maintaining relationships with the existing customers where your role is not limited to just training the customer's team but also providing actionable insights to the customer.

Key Responsibilities:

- Facilitating the successful onboarding of new customers

- Assessing customer requirements, solving problems, anticipating future needs, and generally serving as the customers' voice within NeoDove

- Establish clear retention goals and process milestones for the customer and employees to work on.

- Increasing customer's LTV and reducing churn

- Achieving annual renewal and upselling revenue targets

- Create and cultivate deep and meaningful relationships with our customers and build their loyalty towards NeoDove, by continuously displaying the value proposition and benefits of NeoDove.

- Get their feedback and represent their voice within the relevant decision junctions to improve our products.

- Assist in creating training courses and educational materials for other team members.

- Implementation and execution of systems and handholding of customer's team to train them and improve onboarding process

- Work diligently towards improving all aspects of the customer experience with NeoDove.

- Handle and resolve customer requests and complaints

- Ensuring that any problem or concern is resolved in the minimum time possible

- Analyse and communicate with customers in overall performance and execution of action plans.

- Use your analytical skills to provide expert advice and data-driven recommendations to generate growth opportunities for our clients.

- Present your analysis and recommendations to the client and provide diligent support to answer any questions they could have regarding NeoDove.

Skills:

- Strong customer delivery experience, managing projects related to business software such as ERP, CRM, SAAS applications, etc.

- Excellent product and process knowledge.

- You have a strong interest in new technologies, data, and apps, or a great understanding of the mobile app industry.

- Must have had a hands-on working knowledge of Implementation experience with the business applications.

- Previous experience in customer-facing roles and account management.

- Excellent written & verbal communication skills.

- Demonstrate leadership qualities, and excellent listening, negotiation, communication, presentation, and interpersonal skills.

Qualifications:

BCA or B .Tech (CS, IT, EC) degree or equivalent work experience in the software industry.

Process of Selection:

- Resume/CV submission.

- 3 rounds of interviews.

- Assignment and Case-Study