Customer Success Manager (HR Transformation)

<p class="MsoNormal" style="text-align:justify;line-height:150%;"><span style="font-size:10pt;line-height:150%;font-family:Calibri;">Darwinbox- one of Asia’s fastest Unicorns based out of DIFC, Dubai - is a mobile-first, AI-enabled cloud-based HR platform that partners with enterprises to unlock their HR potential. They automate an organization’s HR needs across the entire hire-to-retire employee lifecycle from Recruitment, Onboarding, Core transactions (Leave, attendance & Payroll) to engagement, Performance Management and People Analytics. </span></p><p></p><p></p><p class="MsoNormal" style="text-align:justify;line-height:150%;"><span style="font-size:10pt;line-height:150%;font-family:Calibri;">They support 800+ global enterprises covering 2+million employees across 143 countries (e.g., Nivea, Starbucks, Sephora, Zara, and AXA, along with Ghassan Aboud, Al Zayani, Property Finder, EFS Facilities Services, Jashanmal, Alinco, Lulu Group in the region). With marquee investors including the likes of Microsoft, Salesforce, Sequoia, TCV- they are the only Asian origin vendor on Gartner’s Magic Quadrant and are rated the highest globally at 4.8/5 Gartner’s customer review platform- Peer Insights. </span></p><div style="border:0px;font-size:12pt;line-height:inherit;font-family:Calibri, Helvetica, sans-serif;margin:0px 0px 10.67px;padding:0px;vertical-align:baseline;color:#000000;white-space:pre-wrap;"><b><span style="font-family:Calibri;font-size:10pt;">About the Role:</span></b><span style="font-family:Calibri;font-size:10pt;"> We are seeking a Customer Success Manager to play a critical role in driving the strategic success and transformation of HR systems. You will serve as a bridge between business needs and technology, leveraging your expertise to drive impactful outcomes in workforce management. You will focus on improving customer engagement, product adoption, and ensuring long-term partnerships, while also identifying cross-sell and upsell opportunities to maximize customer value. </span></div><div style="border:0px;font-size:12pt;line-height:inherit;font-family:Calibri, Helvetica, sans-serif;margin:0px 0px 10.67px;padding:0px;vertical-align:baseline;color:#000000;white-space:pre-wrap;"><b><span style="font-family:Calibri;font-size:10pt;">Key Responsibilities:</span></b><span style="font-family:Calibri;font-size:10pt;"> </span></div><ul style="color:rgb(36,36,36);font-family:'Segoe UI', '-apple-system', BlinkMacSystemFont, Roboto, 'Helvetica Neue', sans-serif;font-size:15px;margin-bottom:0px;"><li style="font-family:Calibri, Helvetica, sans-serif;font-size:12pt;color:#000000;margin-top:0px;margin-bottom:0px;"><div style="border:0px;font:inherit;margin:0px;padding:0px;vertical-align:baseline;color:inherit;white-space:pre-wrap;"><b><span style="font-family:Calibri;font-size:10pt;">Optimize Customer Success Processes:</span></b><span style="font-family:Calibri;font-size:10pt;"> Leverage innovative tools and technologies to enhance the efficiency and effectiveness of customer success processes, driving improved outcomes for customers. </span></div></li><li style="font-family:Calibri, Helvetica, sans-serif;font-size:12pt;color:#000000;margin-top:0px;margin-bottom:0px;"><div style="border:0px;font:inherit;margin:0px;padding:0px;vertical-align:baseline;color:inherit;white-space:pre-wrap;"><b><span style="font-family:Calibri;font-size:10pt;">Customer Advocacy & Engagement:</span></b><span style="font-family:Calibri;font-size:10pt;"> Curate compelling case studies, testimonials, and references to highlight customer success stories and ensure continuous engagement. </span></div></li><li style="font-family:Calibri, Helvetica, sans-serif;font-size:12pt;color:#000000;margin-top:0px;margin-bottom:0px;"><div style="border:0px;font:inherit;margin:0px;padding:0px;vertical-align:baseline;color:inherit;white-space:pre-wrap;"><b><span style="font-family:Calibri;font-size:10pt;">Boost Product Adoption:</span></b><span style="font-family:Calibri;font-size:10pt;"> Develop and execute strategies to enhance product usage and adoption tailored to HR SaaS needs. </span></div></li><li style="font-family:Calibri, Helvetica, sans-serif;font-size:12pt;color:#000000;margin-top:0px;margin-bottom:0px;"><div style="border:0px;font:inherit;margin:0px;padding:0px;vertical-align:baseline;color:inherit;white-space:pre-wrap;"><b><span style="font-family:Calibri;font-size:10pt;">Cross-sell and Upsell:</span></b><span style="font-family:Calibri;font-size:10pt;"> Identify and pursue cross-sell and upsell opportunities to expand product usage within existing accounts, increasing customer lifetime value. </span></div></li><li style="font-family:Calibri, Helvetica, sans-serif;font-size:12pt;color:#000000;margin-top:0px;margin-bottom:0px;"><div style="border:0px;font:inherit;margin:0px;padding:0px;vertical-align:baseline;color:inherit;white-space:pre-wrap;"><b><span style="font-family:Calibri;font-size:10pt;">Maximize Renewals:</span></b><span style="font-family:Calibri;font-size:10pt;"> Drive strategies that maximize customer renewals and foster long-term partnerships by understanding customer needs and aligning solutions. </span></div></li><li style="font-family:Calibri, Helvetica, sans-serif;font-size:12pt;color:#000000;margin-top:0px;margin-bottom:0px;"><div style="border:0px;font:inherit;margin:0px;padding:0px;vertical-align:baseline;color:inherit;white-space:pre-wrap;"><b><span style="font-family:Calibri;font-size:10pt;">Collaborate Across Teams:</span></b><span style="font-family:Calibri;font-size:10pt;"> Work closely with sales, marketing, and product development teams to ensure a seamless customer experience and a unified product roadmap. </span></div></li><li style="font-family:Calibri, Helvetica, sans-serif;font-size:12pt;color:#000000;margin-top:0px;margin-bottom:0px;"><div style="border:0px;font:inherit;margin:0px;padding:0px;vertical-align:baseline;color:inherit;white-space:pre-wrap;"><b><span style="font-family:Calibri;font-size:10pt;">Client Relationship Management:</span></b><span style="font-family:Calibri;font-size:10pt;"> Build and maintain trusted relationships with key stakeholders, using client feedback to influence product innovation and enhancements. </span></div><div style="border:0px;font:inherit;margin:0px;padding:0px;vertical-align:baseline;color:inherit;"><br /></div></li></ul><div style="border:0px;font-size:12pt;line-height:inherit;font-family:Calibri, Helvetica, sans-serif;margin:0px 0px 10.67px;padding:0px;vertical-align:baseline;color:#000000;white-space:pre-wrap;"><b><span style="font-family:Calibri;font-size:10pt;">Qualifications:</span></b><span style="font-family:Calibri;font-size:10pt;"> </span></div><p class="MsoNormal" style="text-align:justify;line-height:150%;"></p><ul style="color:rgb(36,36,36);font-family:'Segoe UI', '-apple-system', BlinkMacSystemFont, Roboto, 'Helvetica Neue', sans-serif;font-size:15px;margin-bottom:0px;"><li style="font-family:Calibri, Helvetica, sans-serif;font-size:12pt;color:#000000;margin-top:0px;margin-bottom:0px;"><div style="border:0px;font:inherit;margin:0px;padding:0px;vertical-align:baseline;color:inherit;white-space:pre-wrap;"><b><span style="font-family:Calibri;font-size:10pt;">Experience:</span></b><span style="font-family:Calibri;font-size:10pt;"> Minimum 6+ years of experience in customer success or a similar role within the HR or HCM space, with a proven track record of driving customer outcomes and identifying cross-sell/upsell opportunities. </span></div></li><li style="font-family:Calibri, Helvetica, sans-serif;font-size:12pt;color:#000000;margin-top:0px;margin-bottom:0px;"><div style="border:0px;font:inherit;margin:0px;padding:0px;vertical-align:baseline;color:inherit;white-space:pre-wrap;"><b><span style="font-family:Calibri;font-size:10pt;">Adaptability:</span></b><span style="font-family:Calibri;font-size:10pt;"> Ability to thrive in a fast-paced, evolving environment while balancing strategic thinking and execution. </span></div></li><li style="font-family:Calibri, Helvetica, sans-serif;font-size:12pt;color:#000000;margin-top:0px;margin-bottom:0px;"><div style="border:0px;font:inherit;margin:0px;padding:0px;vertical-align:baseline;color:inherit;white-space:pre-wrap;"><b><span style="font-family:Calibri;font-size:10pt;">Sales Acumen:</span></b><span style="font-family:Calibri;font-size:10pt;"> Proven ability to identify and execute on cross-sell and upsell opportunities, contributing to increased revenue. </span></div></li><li style="font-family:Calibri, Helvetica, sans-serif;font-size:12pt;color:#000000;margin-top:0px;margin-bottom:0px;"><div style="border:0px;font:inherit;margin:0px;padding:0px;vertical-align:baseline;color:inherit;white-space:pre-wrap;"><b><span style="font-family:Calibri;font-size:10pt;">Data-Driven:</span></b><span style="font-family:Calibri;font-size:10pt;"> Ability to analyze and interpret customer success metrics, making informed decisions that drive results. </span></div></li><li style="font-family:Calibri, Helvetica, sans-serif;font-size:12pt;color:#000000;margin-top:0px;margin-bottom:0px;"><div style="border:0px;font:inherit;margin:0px;padding:0px;vertical-align:baseline;color:inherit;white-space:pre-wrap;"><b><span style="font-family:Calibri;font-size:10pt;">Stakeholder Management:</span></b><span style="font-family:Calibri;font-size:10pt;"> Experience in building and maintaining relationships with key stakeholders, both internally and externally. </span></div></li></ul><p></p>