Customer Success Associate Job in Haptik

Customer Success Associate

What we want to accomplish and why we need you?

Having reached over 500 million devices, and processing over 7 billion conversations till date, Haptik is one of the world's largest Conversational Commerce companies. We have built a robust set of technology tools that can enable any kind of conversational application, and are at the forefront of the paradigm shift of interaction from clicks to conversations. With a 400+ member strong team that includes some of the best minds in the industry, we re truly poised to lead the Conversational Commerce revolution.

In 2019, we announced a major strategic partnership with Jio and are now a part of $65 billion internet conglomerate Reliance Jio Platforms.

To know more about Life-at-Haptik, do check out this ~3.5 minutes video:Life at Haptik

What are Haptik's Core Company Values:

Ownership: You ensure things get done, get done on time, and get done correctly.

Perseverance: You are resilient against setbacks, sticking with things until you succeed.

Agility: You are able to adapt to change without losing momentum and vision.

Impact:You deliver the highest-quality work and nothing short of excellence gives you work fulfillment.

Integrity: You are trustworthy and always do the right thing, no matter how easy or hard.

What will you do every day?

You will have the opportunity to work closely with a variety of clients from top corporates, to fast-growing startups, to top eCommerce and internet companies in India. Each client has unique needs and you act as a trusted business advisor, helping them effectively leverage our chatbots to drive impact in mission-critical areas of their organization. At Haptik, Customer Success sits at the nexus of sales, platform, UX and product helping to drive company growth and transforming the conversational AI landscape in the world. Customer Success Managers act as consultative business partners to our largest customers, serving as a bridge between their needs and our product. You will be actively tracking and driving ROI for the clients under your management and you will be constantly thinking on doing the things at scale. Do you thrive on consulting closely with clients on their core business objectives?

Ok, you're sold, but what are we looking for in the perfect candidate?

- Goal-oriented and data-driven to actively track bot performance and drive ROI for clients - Analyze customer data to improve end-user experience

- Business Adviser to our clients working towards achieving their business goals.

- Work with cross-functional teams, internal and external with ease and drive them towards a common goal

- Excellent communication skills - Remember communication is not what you say but what other person understands

- Be the user experience and solutioning expert to build the right conversational experiences to solve client issues

- Key custodian of your portfolio while managing all customer communications for your accounts

- Keep up with the trends in the industry and platform capabilities of the competition.

- Help to drive innovation and continuous improvement in bot quality management and related business processes

- Help drive customer references and case studies, and produce reports and presentations to explain insights and results to marketing professionals

- Identify patterns among bot performance and contribute towards developing best practices, FAQs and knowledge base for using - Haptik platform and actively look for ways to improve process efficiencies and effectiveness

Requirements:

- Technical background, especially knowledge about API integrations

- 1 - 3 years of experience in Account Management/Client handling Profiles

- Ability to analyze complex situations and to derive workable actions - identify, prioritize, and weigh options and recommend a value-add solution

- Analytical and data-driven with ability to deal with multiple stakeholders

- Exceptional communication skills, both oral and written, coupled with excellent listening skills

- Ability to derive insights from data and build an actionable strategy based on analysis

- Basic understanding of how chatbots work. Brownie points for exposure to some chatbot tools! Passion about conversational AI

* Requirements is such a strong word. We don t necessarily expect to find a candidate that has done everything listed, but you should be able to make a credible case that you ve done most of it and are ready for the challenge of adding some new things to your resume.

Working hard for things that we don't care about is stress, but working hard for something we love is called passion! At Haptik we passionately solve problems in order to be able to move faster and each Haptikan imbibes our key values of honesty, ownership, perseverance, communication, impact, curiosity, courage, agility and selflessness.