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| Job Location | Bangalore |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Media / Dotcom / Entertainment |
| Functional Area | General / Other Software |
| EmploymentType | Full-time |
Whatfix is disrupting the way Application Support and Learning content is consumed by providing Contextual and Interactive Walkthroughs inside enterprise applications at the exact time a task is being performed.We provide enterprises with a Software Platform that allows them to create Interactive Guides or Flows that sit as an overlay inside any web application. Flows are Contextual - appear based on where you are in the application (location) and who you are (role). Optimal performance and adoption of any web application are attained when there is easy access to Contextual Information - inside the application at the time a task is being performed.We re hiring a Customer Success Operations professional to drive the effectiveness and efficiency of our Customer Success team.Responsibilities:Data Reporting and Analysis:Crunch data to get us past obvious insights on renewals and up- sell forecastsCollate the data, analyse and provide deeper insights and share learnings on best indicators for renewals up- sell, and suggest corrective actions on what could have been done betterEnsure data completeness and correctness in all relevant data sourcesConduct regular checks and create audit reports for all toolsProcess Owner:In this particular role you get to own all the data & process for the following:Customer Lifecycle: Help document reports on the touch points and the media for CSMs along the customer journey, to drive optimal adoption and net promoter scoreRisk Management and Mitigation: Detect and record early signals of at- risk renewals, Opportunity Management: Identify, record and manage the list of top accounts for up- sellCross- Functional Coordination: Coordinate cross- functional processes that help meet renewal and up- sell targets and deliver on customers needs, including processes for CSMs to:Document & relay customer feedback to the Product teamDocument all the repeat bugs and create relevant buckets in order to align with the Support team on resolution of major cases and report bugs to the Engineering teamDocument all the client inputs from relevant tools - Provide feedback to Sales on the readiness of our customersCheck the on- boarding implementation project reports for any miss. Help the Onboarding team overcome any delays in implementationSystems: Implement and manage software that facilitates CSM Ops activitiesRequirements/ good to have:3- 8 yrs exp in Operations (handling dataanalytics and reporting)Previous experience with tools such as Gainsight, Totango, Salesforce, Intercom, Zendesk, etc (Exposure to 1- 2 CRM tools is required. Good to have if all or multiple mentioned tools have been exposed)Advanced Excel - Requirement. Should be totally comfortable working with large data sets in excel - using formulae to analyze the data, create customized charts, etc.Macros/ Excel Script Editor - Good to haveHow would we evaluate someone like youYou should be/ are Passionate about driving and managing processes at scaleAble to break down ambiguous problems into concrete, manageable components and think through optimalsolutionsEnjoy getting their hands dirty by digging into complex operationsTake a high degree of ownership over their workClear communicator with a professional presenceAbout Us,
Keyskills :
customerservicecustomerrelationssalesqualityadvancedexcelriskmanagementwebapplicationmanagingprocessestingauditrepdatareptingprojectreprectiveactionsapplicationsuppbeh