Customer Success Specialist (Keka)

Hyderabad, Telangana   |   Full time

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Job Description:

Keka is the new generation HR platform with a mission to transform the workplace culture across India. 

Customer Success is absolutely vital for us. We will not be successful unless our customers are receiving

 massive value from our platform and service. APPLY DIRECTLY HERE WITH UR RESUME

The Customer Success Specialist is thus a crucial role at

 Keka and we are looking for an awesome person!

The Customer Success Specialist at Keka will be responsible for developing customer relationships that 

promote retention and loyalty. You will work closely with customers to ensure they are satisfied with

 the software & services we provide and to improve the areas of dissatisfaction through inbound and 

outbound communication via all available mediums. You will also provide meaningful insights to the

 customer & internal teams to drive business goals in a long run.

• Onboard customers on our platform by understanding their HR, Payroll & Performance policies
•  and expectations.
• Provide functional support (first, second & third level) to the customers via Call, Chat & Email.
• Create/Improve Product documentation, webinars, and release notes.
• Increase customer retention by conducting regular follow-ups and trainings whenever required.
• Understand the product in depth and speak to customers about the relevant features/functionality
•  for their specific business needs.
• Monitor customer usage throughout the customer lifecycle to not only identify and prioritize at-risk
•  accounts but also run standardized activities to mitigate churn.
• Responsible to ensure that the customer fully utilizes our product and garner the maximum business 
• value possible from our product.
• Manage & handle support issues that have fallen outside the acceptable parameters or require 
• additional focus and try avoiding them with proper RCA.