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Associate Customer Success Manager
Onfido, India
Experience
1 Year
Salary
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Feb 16, 2024
Last Date
Mar 16, 2024
Location(s)
Job Description
Onfido lets people prove their identity anytime, anywhere. We’re creating a more open digital world by connecting them to the services they love and need simply, speedily and safely whether they’re renting a car or opening a bank account. We’re building a full-service suite of AI-powered identity verification solutions with fairness and inclusiveness at their core, and were awarded ‘Outstanding Leader in Accessibility’ and ‘Best Innovation in Algorithmic Bias Mitigation’ and ‘Best AI product in FinTech’ awards at CogX
We are a global, established, technology company having surpassed $130M in annual recurring revenue (ARR) with a prominent position in the global marketplace, and have been repeatedly recognized for our performance and innovation. In 2023, we’ve been awarded ‘Best Fraud Detection and Prevention Company of the Year by Frost amp; Sullivan, featured as a Strong Performer by Forrester in its 2022 Identity Verification Wave, and named to the CB Insights Fintech 250 for the fourth year running. We've received over $200 million in funding from investors such as TPG Growth, Microsoft, and Salesforce to achieve our vision. We partner with hundreds of businesses to help millions access services every week from billion dollar institutions to hypergrowth unicorns. We support checks in 195 countries, and 2,500+ document types. With over 1,200 customers worldwide and 500 employees
Our goal is to work together to promote and celebrate an inclusive and diverse community. Collectively, all Onfidoers are committed to creating an environment where everyone can be themselves, and where differences are celebrated. We encourage people from all backgrounds and cultures to come together to solve some of the world's most interesting problems.
The Opportunity
We’re looking for a dynamic Associate Customer Success Manager to grow, nurture and retain our smaller global accounts, enabling customer value realisation at scale. You will virtually engage with customers across multiple industry segments, delivering success programs and offering expert guidance to Onfido customers. You will partner with other Onfido teams, product leaders, Success Managers and Sales to understand the accounts and how best to help your customers. This team plays a crucial role in providing the right recommendation at the right time. In doing so, you’ll help maximise partnership and revenue opportunities for Onfido.
The CSM will be ultimately accountable for customers’ usage of the product and realisation of value from their investment. The ideal candidate is organised and passionate about Customer Success. You’ll really enjoy presenting and engaging an audience virtually. You are naturally curious about technology and with a flair to understand customers’ pain points and business challenges. Using your expert knowledge and communication skills, you deliver value-based outcomes for our customers.As an Associate Customer Success Manager at Onfido you will:- Deliver virtual expert coaching engagements to educate and empower our customers to achieve business value through Onfido
- Share your expertise and best practices; Create Knowledge base articles
- Understand customer value drivers, objectives, set measurable targets, and help customers achieve their desired outcomes
- Offer tailored advice and insights to the customer in order to help them maximise current ROI and make them aware of the added value of other Onfido products, services and features
- Share customer stories and use cases they can relate to, to showcase the value and impact of Success engagements
- Monitor customer performance metrics, uncover customer issues, identify risks of adoption/consumption, and provide a tailored plan of action
- Together with our Onboarding team, ensure a smooth client onboarding, change management and integration phase
- Partner closely with cross-functional team members (account executive, renewals, and product teams) to translate business needs and product requirements into new solutions for customers
- Engage in open dialogue with customers regarding ways to improve and expand consumption, and to solicit feedback in order to improve our product and service offerings
- Proactively identify risk areas, scope and customer expectations that could impact customer success
- Develop deep product and subject matter expertise, with the ability to apply and position technical knowledge related to the Onfido platform and competitor offerings
- Commit to continuous learning through certifications and online learning
We’re looking for an Associate Customer Success Manager who has a combination of:- Junior level prior experience in Customer Success/ Sales Engineering/ Technical Account Management / Professional Services or similar
- Experience of mana
Job Specification
Onfido
Information Technology and Services - San Jose, United States