VP of Customer Success

Looking for: VP of Customer Success

You will report to: CEO

Location: Bangalore, India

Compensation: Market based cash component + stock options

Start-Date: ASAP

About you :

- You are a gifted project leader with a strong track record of managing and completing concurrent, complex, multi-stakeholder, business critical software projects with shared resources. You have worked for some of the best professional services organizations that pride themselves in providing customer-driven solutions and delivering transformational outcomes. You have an inherent ability to become a trusted advisor to clients and you thrive on seeing projects to completion. You probably don- t work for money anymore and are missing a sense of purpose in your work.

- You have seen how the ideology of India's IT sector is undergoing a tectonic shift. For a young breed of companies and a new generation of Indian engineers, life is not anymore about making the numbers and keeping your nose clean. Instead it is about making impact through original, cutting edge technology, driven by the need to solve India's most pressing problems. This excites you, it resonates with you and you want a part in it.

About us :

- At Artoo, we are driven by the passion to use technology to make financial services accessible to the people who need and deserve them the most, the entrepreneurial poor. Small businesses such as your local kirana store, who constitute the largest and fastest growing segment of our economy and yet the most underserved. These, we believe, are tomorrow's heroes who will make the greatest difference to the nation. We serve this sector by partnering with banks and financial institutions, and equipping their agents with our intelligent software at the borrower's doorstep.

- We are effective. The results we- ve delivered for our clients include 500 percent improvement in productivity, 40 percent decrease in turnaround time, and a 45 percent decrease in customer acquisition cost. Overall, a mind blowing 800 percent ROI.

- We are gaining strength by the day, in terms of market share, alliances and employees. Our clients include Ujjivan Financial Services and RBL-Swadhaar. You are the senior project management head we need with the ability to transform the way we deliver Artoo and maintain an ambitious net promoter score.

- We are a young but mature team and we- ll give you all our respect, as well as the opportunity to find that sense of significance that you are perhaps missing at this stage in your life. And, one last thing, we promise you'll have a blast because for us the journey is also the destination.

We are just getting started. In the next 5 years we will:

Include 10 Million previously excluded MSME borrowers and provide them access to the much needed financial services to grow their businesses

This in turn will lead to more employment (MSMEs contribute to 70% of employment) and will catalyze the GDP (MSMEs contribute to 20% of GDP)

Expand to all emerging economies

Build a cross functional, inclusive, lean, highly effective team that is fiercely committed to a core ideology based on deeply shared values of creativity, empathy, entrepreneurship and effectiveness.

What you will be doing :

You will be a member of Artoo's leadership team and will report directly to the CEO. You will ultimately be responsible for ensuring high quality project management and delivery, driving adoption and ensuring high client retention. You will lead the Project Management and Operations teams and will work with them to effectively onboard clients onto Artoo, take these clients from pilot to scale, and build high customer satisfaction.

Success for this role will be measured by :

- Building a highly effective team of Account Managers and a robust project management function in India and Globally (we will start with expansion into Southeast Asia & Africa)

- Building a highly effective Operations team (both internal teams & external vendors) and ensuring high standards of service delivery and customer satisfaction

- Delivering concurrent projects with shared resources and ensuring the projects stay on track

- Successful launch which includes points that the customer / lender needs to take care of such as team, product, marketing etc.

- Ensuring that clear communication is provided to clients at every stage in the life cycle on implementation status, issues, risks and effort.

- Ensuring a continuous flow of communication and collaboration between engineering teams and project teams

- Ensuring that the client's vision for the future is articulated in Artoo's product roadmap

- Function as the voice of the customer and provide internal feedback on how Artoo can better serve our customers

- Maintain high NPS and CSAT scores and retain client accounts

Who we are looking for:

A successful candidate will have the following experience and personal traits:

Experience :

- 10+ years of Project Management experience, working on large-scale, business critical software deployments

- Strong history and track record of completing quality projects on time and managing multiple concurrent projects with shared resources under tight deadlines

- Ability to anticipate and build contingency plans

- Ability to handle stressful situations with perseverance and professionalism

- Exceptional communication skills - verbal, written, presentation

- Demonstrated experience providing customer-driven solutions, support or service

Cultural Fit:

- You must live and breathe Artoo's values of being Entrepreneurial, having a deep sense of Empathy for our clients and our team, being Effective and finding Creative solutions.

- You must be passionate about working at the intersection of technology and development

- You must be driven to do more, perform better and have the kind of intensity and zeal needed to take a start-up company to scale

- You must be a multiplier leader who is able to effectively lead your team to achieve a common goal

- You must be able to perform under pressure, in ambiguity

- And finally you must have the deepest sense of empathy and respect for everyone you work with internally and externally

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