Customer Success Manager

Office
-
Full time

Alaan is in the process of making spend management and corporate expenses easy in the $3 Trillion+ Middle Eastern B2B payments market by bringing its product offering to high-growth companies and small businesses alike. These are often companies that are often overlooked by large banks and hence Alaan is here to serve them and make their lives simpler and aid their growth with our corporate cards and free-to-use expense management platform and is currently the leading player in the market.

We aim to be a world-class brand serving the SMEs of the region by bringing Alaan into their lives and aiding in growing their businesses.


Main Responsibilities and Key Requirements

  • Account Management - Successfully manage a portfolio of customers and prioritize amidst multiple competing priorities, escalations, and deadlines.
  • Continuous Learning and Development - Develop a deep understanding of a client’s business, brand, industry, and its consumers. Apply domain/technical knowledge of the platform, best practices, and customer insights to remove blockers and proactively support customers.
  • Vigilance and Awareness - Proactively track accounts to identify early warning signs of churn risk, establish internal action plans to address customer concerns and work proactively to eliminate that risk.
  • Product Development - Act as an advocate for the client and bring back structured requests or feedback to the Product team and work with the product team to be one of the key contributors to define client requirements, features and improvements.
  • A Constant Air of Improvement - Establish and improve service procedures, policies and standards through best practices while keeping accurate records and document customer service actions and discussions.
  • Ownership - Take responsibility for positively building client relationships over time as their go-to trusted advisor.

What are we looking for?

  • 3+ years of proven successful experience as a Customer Success Manager in B2B SaaS / analytics.
  • Proven track record - Of high-value solution client success experiences with enterprise clients from a range of industries. Experience in supporting long term, recurring revenue programmes or equivalent.
  • Ownership - Ability to multi-task and independently handle tasks without any follow-ups.
  • Problem Solver – You are a natural problem solver and trusted adviser to clients, never shy of presenting a point of view to deliver on client objectives. Ability to negotiate with win-win outcomes.
  • Passion for Business Optimization – You have an interest in new technologies and in the power of data and insights as foundations for business growth. You also have a working knowledge of customer service software, databases and tools.
  • Cognitive Intelligence – You can think on your feet, seeing all the angles to best position our platform to best fit a client’s needs.
  • Client Empathy – You’ll be building deep, trusting relationships.
  • Communication Skills - Excellent verbal, written, and presentation skills in English.
  • Positivity – You’ve got the charisma, but not the ego, to make a good impression with a collaborative mindset.
  • Curiosity - You’re interested in learning more about the industry and show an outstanding curiosity towards the client base.
  • Start-up Attitude – You’re comfortable in a rapidly changing environment, working with limited resources, and delivering high-quality work at the speed which is necessary for successful business growth.
  • Knowledge - Accounting and Finance processes is a strong plus.

What’s in it for you?

  • You will be compensated well - The work is not easy, so why should you be working only for ‘experience’? With generous equity in the company, as the company grows, so will your reward:)
  • You get to work with a world-class product - Alaan has been testing the limits of technology since day one, it isn’t a surprise we’re the #1 spend management product in the region. You get to creatively push this product to the masses.
  • A fantastic work culture - An extremely lean organization and frequent company off-sites keep the remotely distributed team closely together and ensures space for you to put your best foot forward.
  • You get to work and grow with a world-class team - You will have colleagues who have experience from Mckinsey, BCG, Goldman Sachs, Deloitte, Accenture, and more. Who better to work and learn from than industry experts?
  • You get to be a part of a rocket ship that has taken off - 2023 has been nothing short of phenomenal for Alaan, you get to ride this to the moon and beyond.
  • You will get to explore, make mistakes, learn, and grow - Alaan will let you break out of your shell. We will never restrict you in terms of work responsibilities and will always support the new initiatives you bring to the table.
  • You get to build your tech stack - Alaan offers you the best MacBook and software available to make your life as easy as possible.

Location

Bangalore, India

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