Richpanel – Head of Customer Success – India

India
February 25, 2023
Full Time Remote
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Job Description

Richpanel is a fully-remote Global SaaS startup with offices in USA, Canada and India. We have rapidly grown to 1600+ e-commerce clients and have raised a seed capital from Sequoia Capital – who have also funded Apple, Google, and WhatsApp, to name a few.

Here’s what we do:

The Richpanel platform helps e-commerce businesses retain their customers and increase revenue while scaling their ops. We are solving a massive problem that can often limit the revenue growth of E-commerce businesses. Businesses spend over $100B on customer service each year and we are on a mission to eliminate this roadblock using our self-service technology.

What makes Richpanel unique is its focus on ‘productising’ customer support (think: Amazon – My account section) for e-commerce store, so customers can self-resolve simpler issues while support agents can work on providing personalised support. 50% of all order in e-commerce stores lead to support tickets where as with Richpanel, our customers have reported a decrease of up to 60% incoming tickets and a more delightful experience, leading to an increase in customer loyalty without hiring more customer support agents.

Who will you work with?

The leadership team at Richpanel has a track record of success in the E-commerce industry with 20+ years of experience leading multi-million dollar ventures and fortune 500 companies. We are a team of young, ambitious self-starters who hit the ground running – but we do know how to have fun too!

Role Summary

In this position, in addition to take the ownership or leading and building a team of high performing CSMs, you will be responsible for driving within the CSM Team the values of customer value maximisation and solution-ing. You will own and implement all the aspects of this department: people coaching, adoption and implementation, value engineering, customer retention, CSM processes, and customer centricity.

As Richpanel provides a customer service and support software, our CSM function should pave the way in providing maximum value to our customers and set benchmarks in industry for value delivery.

Responsibilities :

  • Be the go-to expert for the Richpanel product, its features, capabilities, product vision and different ways it can maximise customer value
  • Improve and build end-to-end customer management practise, from audit of customer requirements, measure value delivered and being the voice of the customer internally
  • Audit the current CS process and practises and recommend and implement improvements to tools, processes and assets to review customers implementations, measure value delivery and SLAs for overall customer health management
  • Drive product adoption through building clear plans for onboarding and product implementation
  • Take ownership of key CSM metrics : customer & revenue churn, pilot to conversion, CSAT scores, App store and G2 reviews, customer health matrix, issue resolution TAT, customer renewals and customer lifetime value
  • Champion the customers key issues by being the go-to product consultant and proactive solution-ing
  • Develop play-books for up-sell, retention and expansion plans and customer account management practices & processes
  • Build a world class CSM team and take ownership of the hiring, interview and onboarding process and building training and development programs

Requirements:

  • 6+ years of Customer Success and Account Management experience in SaaS product company
  • Experience of working at a early-stage start-up is a plus
  • Strong communication skills, and fluency in spoken and written English
  • You’re extremely proactive and take ownership over your work and impact. You can work well with open-ended problem statements to find solutions and can act without explicit instructions
  • You’re versatile, with diverse experience and interests that will allow you to flex as a generalist as part of a small, early-stage team

The Richpanel Stand of Performance (RSOP)

Excellence

Ownership

Continuous Growth and Learning

Attention to detail

Going the extra mile

These are characteristics that help go beyond and build a high-performance and execution focused team that have fun will achieving the organisation’s and their personal goals. We work with trust in each other and pushing each other to improve not unlike a high performance sports team where everyone carries out their role and breaks their limitations. We have all come together to do out life’s work and you can get in on it too!

But, what’s in it for you?

  • Fully Remote set-up that thrives on communication #LI-Remote
  • A Macbook to supercharge your productivity
  •  Market leading salary (In the 90th percentile)
  •  2-4 team catch-ups and offsites a year
  •  Health Insurance (for you, and your dependents)
  •  Generous budget for desk setup
  •  Support for up-skilling
  •  ESOP options for top performers
  •  Weekly team events and in-person catchups and much more

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