Retention & Onboarding Associate

Simplify business, empower merchants At Khatabook, we’re building utility solutions for the nation’s 6.3 crore-strong MSME sector. Our first offering – an Android App enabling businesses to digitally record the credit they extend to customers – went viral and so far Khatabook has been downloaded over 5 Crore times. As more businesses are adopting digital for business than ever before, Khatabook’s goal can be summed up simply - Empowering merchants by simplifying their business. Onboarding & Retention Associate We are looking for self-motivated professionals with an obsession to deliver WOWs to customers and an ability to thrive in a fast-paced environment to join our Onboarding & Retention team. Purpose: Build relationships with existing customers, have an in-depth understanding of their goals and help them in meeting those goals through each touch and engagement. Proactive engagement with customers promotes long-term relationship and loyalty. Goals & Deliverables Region/Shift - India/Day Location - Bangalore Responsibilities Learn & understand Khatabook products, prospective clients & services well. Understand customer pain points, and requirements and correlate Khatabook solutions and customer requirements. Understand and document customer’s business flow Have deep product knowledge of all product lines. Ability to showcase product demos + workout solutions for business use cases using the best product-fit Document all pertinent customer information and conversations into the CRM system Promote awareness of the latest innovations Khatabook is releasing Work with internal cross-functional teams (product, sales, pre-sales, marketing, product marketing, support, etc.) to ensure customer’s issues/solutions are addressed Own two key metrics (Increase Product-Adoption & Customer Retention) Should be good at Upgrading and upselling, Promote and upgrade usage of the product Requirements Exceptional communication skills, both oral and written, coupled with excellent listening skills and a positive and energetic phone presence (Hindi, English Mandatory, and Knowing regional languages will be a plus). Proven track record of establishing themselves as a strategic trusted advisor to clients Self-starter who can own ongoing customer success of both large and small clients. 1-3 years of relevant work experience in a customer-facing role out of which the majority in a Customer success/retention portfolio