We Came. We Saw. We Disrupted.
Keka
has been a silent revolution in the making since our launch nine years ago. Our steadfast focus on building an employee-centric
HR platform
was well received by more than 6500 businesses across India and the world. Today we are India’s #1 platform in the segment with the greatest number of new customers adopting the platform. All with zero advertising spend and pure customer love.
Experience
Prior experience of around 8-13 years in B2B SaaS Customer Success roles
A minimum of 5 years of team management experience
Demonstrated progressive experience leading customer success managers, account management, or sales teams. Professional services experience is a plus.
The person with a keen interest in technology in general and HR technology in particular.
Proven experience in leading customer success teams, preferably in a SAAS or tech-driven environment serving the US market.
Deep understanding of the US market landscape and customer dynamics.
Strong leadership and team management skills.
Excellent communication and interpersonal abilities.
Data-driven mindset with proficiency in US payroll, HRMS, HCM, and customer success platforms.
Key Job Responsibilities
Responsible for driving product adoption, account management, and driving growth through positive customer experience.
Drive new business growth through greater customer advocacy and reference ability.
Implement programs to improve customer engagement and value realization from Keka.
People management and performance tracking.
Experience building and managing large teams of Customer Success and or Professional Services teams in a fast-paced, dynamic environment
The person with a keen interest in technology in general and HR technology in particular
Proven track record in implementing scalable programs and processes
Architect the CS function, and processes and build team capabilities to deliver defined business objectives and support business growth
Drive customer lifetime value by defining customer journey, deploy programs to help drive value to customers
Be the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset across the organization
Key Skills
Listening comprehension – Ability to listen to the client, decipher said and unsaid needs/wants, and draw smart conclusions from conversations.
Effective communication – Ability to clearly state facts and share accurate information on time. Provide clear and concise answers to client queries, doubts, and questions.
Project Management – Ability to manage multiple projects and tasks at the same time while maintaining clear track of things to ensure stuff gets done every hour every day.
Curiosity – Be curious about Keka products, and client business processes to ensure we understand things deeply to be able to offer effective solutions and build long-term relationships.
Product Knowledge and Business Acumen – Understands most modules and their functionalities. Connects product features to client needs.
Conflict Management- Ability to understand the nature of conflict and devise an efficient way to address the root cause by dealing with people, processes, and tools.
