Client Success Associate

Location

Ahmedabad | India

Job description

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IMPORTANT NOTE PLEASE READ BEFORE PROCEEDING FURTHER

In order to be considered for this role, please fill out this form and complete the assessment: We will only consider applicants who have applied using this form.

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Title: Client Success Associate (Ahmedabad)

About Us

Awaaz.De is a fintech startup expanding access to finance for India's underbanked. Top financial institutions including Axis Bank, Ujjivan Small Finance Bank, and L&T Financial Services rely on our SaaS platform for local vernacular (10+ languages) mobile communication to engage and acquire last-mile customers. Awaaz.De's 360° Customer Connect sends automated, personalised nudges and confirmations throughout the customer lifecycle, driving market-proven results for collection/recovery and up-sell and empowering customers to report discrepancies and make informed financial decisions.

Technology is for all and we are taking it to the masses with vernacular, AI driven conversations about all things microfinance - from lead generation, onboarding, reminders, renewals and more.

Company Highlights

• Traction : 10 million monthly active microfinance borrowers reached through partnerships with leading Banks, SFB's, MFIs, and NBFCs.
• Impact : 30% increase in on-time recovery; significant reduction in fraud/irregularities; 95% lower cost than telecalling.

The Opportunity

Microfinance in India is a $30B+ market reaching 100 million+ borrowers growing 20% YoY, making it the largest and fastest growing microfinance market in the world. 95% of India's microfinance borrowers are low-income, rural women. Internet access amongst microfinance borrowers is still in the early adoption phase (30%). Combined with rapidly growing smartphone penetration rates, these trends create a 2-5 year window to be amongst the first to reach an underserved, massive audience.

Key Responsibilities

We are seeking a dynamic team member with a relentless learning attitude, eager to embrace challenges and continually expand their skill set to drive innovation and growth to maximise value for our clients and their customers (end-users) through successful implementation of our technology and services.

You will be joining the Client Success (CS) team as a high-impact contributor, gaining exposure to a wide variety of challenges, processes and data that makes the engine of this organisation hum. As an associate on the team, you will contribute to cross-functional initiatives from ideation to analytics to recommendations to drive impact across the organisation. 

You'll be working in Asana, Google Sheets/Excel and Google Slides/Powerpoint on a daily basis, and talking frequently with stakeholders in Client Success, Business Development, Engineering and Finance to help troubleshoot systems issues and serve client needs.

Areas of responsibility include:

• On­board and train clients to use Awaaz.De's platform.
• Assess client needs and provide timely, high-quality assistance on an ongoing basis.
• Set up and monitor communication campaigns for clients using Awaaz.De's software.
• Extract, manipulate and utilise several client datasets and review system reporting results for judgement of overall accuracy.
• Effectively manage and grow the allocated client portfolios through a combination of upsell and cross-sell activities.
• Understand client requirements and effectively coordinate solutions across teams.
• Manage vendor network for vernacular scripting, translation, voice recording and telecalling. 
• Foster positive, trusting relationships with clients as their primary point of contact.
• Compile and own reporting for both internal and external business reviews, and provide insights to inform business decisions and continuous product development.
• Support the Business Development team by providing ongoing content, tools, knowledge, and results related to current client engagements.
• Contribute to training new Client Success hires get onboarded as quickly as possible.
• Support data sharing automation (e.g. API integration) efforts with clients and third-party partners.
• Support the CS team in conducting field visits and telecalling surveys to better understand and advocate for end users' needs with clients and within Awaaz.De.

Desired Profile 

• Minimum 2 years of experience in consulting or managing customer/client relations or partnerships.
• Exceptional interpersonal and communication skills; ability to manage relationships and expectations across internal and external stakeholders.
• Experience in the Banking, Financial Services and Insurance (BFSI) sector is a plus.
• Analytical and data-driven.
• Ability to manage implementations across multiple client accounts and deliver against tight deadlines.
• Fluency in Excel, PowerPoint, GSuite, and Asana or equivalent software. 
• Experience working in a startup environment requiring hustle, self-direction and continuous learning.

Awaaz.De welcomes diversity and is proud to be an equal opportunity employer. Individuals are encouraged to apply regardless of gender, caste, sexuality, age, or background.

Team members also enjoy a family-like atmosphere, health and wellness benefits, ample leave, and financial support for personal and professional skills development. Our team tells us what's most special about working at Awaaz.De is knowing that your daily work is serving and empowering millions of people who genuinely need and benefit from what we do .

To apply please fill out the form below and complete the assessment:

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