AddressKey Roles & Responsibilities:
- Lead highly energetic customer focused young team of 20-25 resources. You will lead Team Leaders and Individual contributors working on Enterprise customers.
- You will recruit and attract high potential individual into the team.
- Measure Effectiveness of Customer Success by defining operational metrics of the team, establishing system for tracking metrics. You will also expose metrics to executive team
- Conduct usage and adoption reviews, and proactively suggest solutions to common customer challenges.
- Manage and train your team to develop delivery plans that maximize the customer experience and achieve higher product adoption, customer satisfaction, and overall health scores.
- Manage Customer Success Activities and outcomes - Onboarding, Training, adoption, Renewals, upsell.
- Spot opportunities for improvements to the product and work with the product team to drive and implement them.
Desired Skills:
- Experience and passion in the customer service or CX space
- At least 10 years' experience working in a Customer Success, Account Management role
- Experience with Enterprise market customers in a fast-paced SaaS environment
- A passion for teamwork and collaboration - you'll be working with multiple teams on a regular basis (Sales, Support, Product)
- Exceptional verbal and written communication skills, with the ability to present to a diverse audience, both internally and externally
About Meritto:
Meritto (Formerly NoPaperForms) is India's largest and most advanced SaaS-based Enrolment Automation Platform on a mission to empower the education ecosystem by building the "Digital Backbone of Education Institutions".
We are one of the fastest-growing organizations in the B2B SaaS education technology sector. A vertically focused platform, Meritto, today is the de-facto choice for anyone in education looking to scale, be it K-12 or Preschools, Higher Education to Online Degree Programmes, Coaching& Training Institutes to EdTech, Study Abroad Consultants to Leading Exams & Assessments. Our culture is egalitarian, challenging, and meritocratic. In the last 6 years of our journey, we have made two acquisitions and currently have two product lines:
1. Unified Enrolment SaaS
- Meritto (Formerly NoPaperForms): Comprehensive Enrolment Automation Platform enabling educational organizations to Attract, Engage, and Grow their enrolments
2. Unified Payment Stack
- Collexo: Collexo brings together everything you need to make your Fee Collection Easier, Faster, and Secure.
Meritto is one of the most highly awarded startups, winning the likes of:
- Deloitte Technology Fast 50 (ranked as 15th fastest growing tech company in India)
- NASSCOM Emerge 50 (category: SaaS)
- HolonIQ India & South Asia EdTech 100
- IDA Startup of the Year
