Account Manager - Customer Success

Darwinbox is Asia's fastest-growing HR technology platform, designing the future of work by building the world's best HR tech, driven by a fierce focus on employee experience and customer success, and continuous, iterative innovation. We are the preferred choice of 900+ global enterprises to manage their 2.5 million+ employees across 116+ countries. Darwinbox's new-age HCM suite competes with local as well as global players in the enterprise technology space (such as SAP, Oracle, and Workday). The firm has acquired notable customers ranging from large conglomerates to unicorn start-ups: JG Summit, BPI, Security Bank, Toyota, Cebu Pacific Airlines, Universal Robina Corporation, Robinsons Land, SM Prime, Filinvest, and many more. Our vision of building a world-class product company from Asia is backed by marquee global investors like Microsoft, Salesforce, Sequoia Capital, and Lightspeed Venture Partners. We are looking for a Senior Consultant role based in Manila, Philippines who will handle strategic business relationships with Client stakeholders to ensure stickiness and HR transformation along the digitalization process. A champion who becomes trusted advisor to clients to adoption of Darwinbox HRMS to ensure customer success. Role Overview: Developing Customer Relationships:

• Building and maintaining strong, long-term relationships with customers to promote retention and loyalty.
• Drive product adoption, anticipating potential churn, facilitate retention and optimization projects, and achieving process success for customers.
• Collecting and analyzing customer feedback to improve the product and customer experience.
• Identify risks proactively, mitigate and escalate as deemed appropriate.
• Working closely with sales, marketing, and product teams to ensure a seamless customer journey.

Customer Support:

• Educating client on Darwinbox support model, analyzing issue volume, and facilitating escalated matters to ensure customer satisfaction.
• Conducting training needs analysis and assisting Darwinbox Academy in driving product knowledge and certification.
• Supporting client HR to enable calendar of activities.

Upselling and Cross-Selling:

• Identifying opportunities to upsell or cross-sell additional products or services.

Value Management:

• Ensuring customers receive maximum value from the product by understanding their business goals and aligning the product’s capabilities to meet those goals.
• This includes conducting regular business reviews to assess performance against goals and identifying opportunities for value realization.
• Devise engagement plans that consider customer business goals and map product capabilities to achieve these goals.
• Share best practices with clients on how to achieve product success with Darwinbox.

Requirements:

• BA/PGDM (preferably in HR) or relevant work experience after BE/BTech.
• 4+ years of experience in HR transformation & change management/HCM implementation and customer management roles / HR consulting roles.
• Understanding of Technology systems. HRMS system implementation and understanding would be preferred.
• Good in MS Excel, Word and Powerpoint.
• Key behavioural traits: Agility, Analytical, Persistence and Ability to stretch