Sr. Manager – Customer Success

Haptik is one of the world’s largest Conversational AI companies, having reached over 500+ million devices, and processed over 4.5+ billion conversations till date. Haptik has been at the forefront of the paradigm shift of interaction from clicks to conversations. Haptik’s self-serve Enterprise CX platform empowers brands to build Intelligent Virtual Assistants that power the entire lifecycle from purchase to support, thereby accelerating top-line revenues and improving operational efficiencies. With a 330+ member strong team that is set to double in the coming year, Haptik is truly poised to drive the world’s transition to AI-powered conversations.

What will you do every day?

You will have the opportunity to work closely with a variety of clients from top corporates, to fast-growing startups, to top eCommerce and internet companies in India. Each client has unique needs and you act as a trusted business advisor, helping them effectively leverage our chatbots to drive impact in mission-critical areas of their organization.

At Haptik, Customer Success sits at the nexus of sales, platform, UX and product helping to drive company growth and transforming the conversational AI landscape in the world. Customer Success Managers act as consultative business partners to our largest customers, serving as a bridge between their needs and our product.

You will be actively tracking and driving ROI for the clients under your management and you will be constantly thinking on doing the things at scale.

Do you thrive on consulting closely with clients on their core business objectives? Are you looking for truly fascinating and inspiring work, where you’ll work alongside an amazing team, harnessing the power of an extraordinary product, for a company with unlimited growth potential?

If the answer is yes, then look no further.

Ok, you’re sold, but what are we looking for in the perfect candidate? 

Business Adviser to our clients working towards achieving their business goals.
Goal oriented and data driven to actively track bot performance and drive ROI for clients
Excellent communication skills. Remember communication is not what you say but what other person understands.
Work with cross functional teams, internal and external with ease and drive them towards a common goal.
Be the user experience and solutioning expert, guiding the team to build right conversational experiences to solve client issues.
Work with Product Manager towards platform improvement.
Keep up with the trends in the industry and platform capabilities of the competition.
Build the team and processes as and when things scale up.

Requirements*

• 7-10 years of experience in a client facing role with 2-3 years of experience in a Customer Success
• Very good communication skills, speaking as well as writing.
• Analytical and data-driven with ability to deal with multiple stakeholders.
• Demonstration of good product and consumer thinking during his/her career.
• Demonstrated leadership and initiative capabilities.
• Experience of at least 3 years of directly managing a high performing team or hire , built the team

* Requirements is such a strong word. We don’t necessarily expect to find a candidate that has done everything listed, but you should be able to make a credible case that you’ve done most of it and are ready for the challenge of adding some new things to your resume.