Job Role : Customer Success Manager

Job Location : Work From Office (Gurugram, Haryana)

Job Type : Full Time

Experience : 1- 4 Years

About Skuad :

- Envision a world without borders where a company can find, hire, and manage talent regardless of location. A world where you can find work that speaks to your passion without having to move to another place.

- Skuad enables this!

- We are democratising talent and opportunities globally by making remote work accessible anywhere in the world. Skuad is helping employers build, pay, and manage exceptional talent globally while we take care of global payroll, compliances, and taxation for them.

- We are a remote-first team of driven individuals distributed across the globe. We love our diversity and passionately enable our customers in building global teams & diverse work cultures. We achieve this with a deep focus on driving value for our customers, learning from one another, collaborating asynchronously and effectively, while being committed to continuous learning & improvement.

With Skuad you get to have :

- Ownership : You will own what you do. We are a results-driven team, which means we expect you to get things done.

- Endless support : You will always be able to reach the help you may need. You will have the resources you need to deliver

- Experiment : This is your playground. You will come up with ideas of your own, pitch them and take them up. You will have a free hand to execute exciting ideas.

- Impact : Be a part of a world-class team where we are constantly challenged with new things and maximise the impact of the products we build.

- If you are someone who wants to solve real-world challenges and enjoys finding elegant solutions to difficult problems, Skuad is the perfect workplace for you! Join us to build a global employment solution that is making opportunities accessible for talent and organisations across the world

About the Role :

- We are looking for a Customer Success Manager to join our Customer Success team. You will be the Skuad's Ambassador for all its Customers. You'll be the one who understands the customer businesses, is high on EQ and empathy and comes with a high sense of ownership.

What you'll be doing ?

- Be the key advocate for our Customers on behalf of Skuad with a focus on Engagement and Experience

- Work closely with Sales teams to help transition the account from Pre-Sales to the Customer Success Management program and identify expansion opportunities.

- Conduct Customer kick off calls and hand hold them through the entire process of onboarding ensuring they understand how to use the platform and have all the required information

- Educate yourself and the customers about policies, compliances and other key information based on geographies of their interest.

- Collaborate across various functions internally to address any issues end-to-end in a timely and productive manner

- Be the customer's voice within Skuad providing feedback to our Product team to develop/identify new features.

- Consistently meet and exceed daily and weekly call goals for providing touchpoints for existing customers.

- Understand customer pain points and help drive escalations by coordinating between Product Management, Support groups, and other cross teams.

- Manage and track key performance indicators (KPIs) - time for onboarding, query resolution, customer satisfaction, platform adoption etc

What You'll Bring to the Team ?

- Experience in managing and developing new client relationships within the full lifecycle of the account - from onboarding, ongoing customer account management, technical troubleshooting, reporting and most importantly, nurturing business relations.

- You should have 4-8 years of experience working in a customer-facing role (Sales or Customer Success with an HR Tech background is ideal)

- Knowledge of compensation, benefits and payroll administration in multiple geographies will be a bonus

- Bachelor's degree/ MBA in Human Resources Management or similar field

- An ability to handle sensitive and confidential information

- Demonstrated ability to perform in an entrepreneurial setting, work independently across multiple groups and thrive in a growth environment.

- Exceptional communication skills in English, both oral and written.

- The ability of being meticulous, detail oriented and focused in driving daily conversations and deliverables (internal & external)

Why Should you join Skuad ?

- Venture capital-backed hyper growth company

- Remote friendly work culture

- Rapid career advancement with opportunities to learn

- Competitive salary and Performance bonus

- Paid time off, Flexi-hour policy & Wellness benefits

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