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B2B SaaS Enterprise Product Adoption Platform

Customer Success - Ops

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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 is 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.
This role reports into the Head (Director) of Customer Success and will be their trusted
advisor in defining customer success objectives, strategy, and tactics, and in implementing processes that scale.

Responsibilities:

Data Reporting and Analysis:
• Crunch data to get us past obvious insights on renewals and up-sell forecasts
• 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 better.

Process Owner:
In this particular role you get to own:
• Customer Lifecycle: Determine the touch points and the media for CSMs along the customer journey, to drive optimal adoption and net promoter score
• Risk Management and Mitigation: Detect early signals of at-risk renewals, participate in playbook creation with CSMs and provide definite path to escalation
• Opportunity Management: Identify top accounts for up-sell
• Cross-Functional Coordination: Coordinate cross-functional processes that help meet renewal and up-sell targets and deliver on customers’ needs, including processes for CSMs to:
• Relay customer feedback to the Product team
• Align with the Support team on resolution of major cases and report bugs to the Engineering team
• Provide feedback to Sales on the readiness of our customers
• Help the Onboarding team overcome any delays in implementation
People
• Team Structure: Tier existing customers, assign them to CSMs, re-distribute workload as needed, and forecast hiring needs
• Compensation: Determine the metrics on which bonuses are based, and define targets for those metrics
• Enablement: Provide materials and data that help CSMs work more effectively
Systems
• Systems: Implement and manage software that facilitates CSM Ops activities

How would we evaluate someone like you?
You should be/ are
• Passionate about designing processes that scale
• Able to break down ambiguous problems into concrete, manageable components and think through optimal
solutions
• Enjoy “getting their hands dirty” by digging into complex operations
• Take high degree of ownership over their work
• Clear communicator with professional presence
• Strong listening skills; open to input from other team members and departments
• Able to lead through influence
About Us

Founded in 2013, by Khadim Batti and Vara Kumar Namburu, Whatfix enhances self-service capability of web products and helps companies to reduce support queries and improve user engagement. It is a cloud platform using which product teams can self-curate interactive guides & integrate across all user touch points. Whatfix is based on patent-pending technology and being used by large as well as small enterprises for improving training effectiveness, enhancing customer support, and to improve user on-boarding.

What's more, we are poised for scale and growth, which is why we need more talent like yourself.


Culture is at the heart of everything we do at Whatfix and that's not just corporate jargon. We encourage shared learning and if you see yourself as someone who is good at picking up things... well, we are continuously using newer technologies and exploring all verticals of data business.


We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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