We are seeking a highly motivated and experienced Customer Success Manager/Senior Customer Success Manager to join our team. The ideal candidate should have 2-3 years of work experience, preferably in Supply Chain Finance, product operations, or process excellence. Candidates from Tier 1 or 2 colleges will be preferred. As a Customer Success Manager, you will play a crucial role in ensuring the success and satisfaction of our customers.
Desired Profile:
- Candidates from Tier 1 or 2 colleges with 2-3 years of work experience, preferably in Supply Chain Finance, product operations, or process excellence.
- Robust willingness to work in an early-stage startup.
- The customer-first approach in all aspects of work.
- Ability to go beyond the scope/description of work to deliver exceptional results.
- Quick thinking and problem-solving skills to effectively implement our product with customers.
Roles and Responsibilities:
Customer Experience Management:
- Collaborate with CFOs and Finance heads of customer organizations for post-sales onboarding into the NAKAD platform.
- Provide end-to-end support for the implementation of NAKAD products, acting as a bridge between the customer and the NAKAD Tech team.
- Work on customized solutions for customers, considering their feedback and requirements.
- Act as a dedicated resource to guide and support customers until they have completed over 10 transaction cycles on the NAKAD platform.
Process Development:
- Identify and design a playbook for the onboarding process of customers after sales.
- Develop metrics and standard playbooks to measure and track product utilization.
- Create strategies to drive customer retention and cross-selling of other NAKAD offerings based on customer requirements.
Product Responsibility and Coordination with Tech:
- Identify and gather new features based on customer inputs and create Business Requirement Documents (BRDs) for the development team.
- Drive product utilization at the customer end by solving day-to-day problems and addressing customer needs.
- Document and resolve product issues by collaborating with internal stakeholders to ensure smooth production operations.
About NAKAD
NAKAD is a working capital financing solutions provider for India’s manufacturing & MSME sector. As a fintech start-up with a cutting-edge technology product, NAKAD brings a unique solution focused towards small and medium scale manufacturing businesses in India, expanding the out-reach of formal financial channels to the underserved parties. NAKAD is supported by strong business relationships with established and upcoming OEMs in India, along with leading banks and NBFCs.
NAKAD was founded by a team of IIM Ahmedabad, IIT-Bombay and IIT-Guwahati alumni with rich experience from esteemed organizations (BCG, Oracle, Samsung, HUL). NAKAD is backed by two Tier-1 VCs from our seed round, and a host of angel investors from Fintech, BFSI and Consulting.