Lead Analyst, Customer Success

Location: Mumbai, 1 Vacancy - Full-time

What we want to accomplish and why we need you?

Haptik has been a significant player in the chatbot space for the past 4 years and we are continuously innovating and evolving our chatbots. We are currently looking for an enthusiastic, self-motivated Analyst to join our Customer Success team. The ideal candidate will have strong attention to detail, a sense of ownership, a positive attitude, and a willingness to help support a busy delivery team.

 

What will you do every day?

You will have the opportunity to work closely with a variety of clients from top corporates, to fast-growing startups, to top eCommerce and internet companies in India. You will have an excellent opportunity to work with larger data sets. You will provide unrivalled product knowledge and skills to help clients improve their End User experience. Each client has unique needs and you act as a trusted business advisor, helping them effectively leverage our chatbots to drive impact in mission-critical areas of their organization.

Ok, you're sold, but what are we looking for in the perfect candidate?

  • Demonstrate up-to-date expertise and apply this to the development, execution and improvement of action plans by providing advice and guidance to team of analysts
  • Goal-oriented and data-driven to actively track bot performance and drive ROI for clients – Analyze customer data to improve end-user experience
  • You will be a key contributor in product development and success and will also participate in providing inputs into processes making  & problem solving
  • Mentor analysts and upskill them with respect to platform and client management
  • Work with cross-functional teams, internal and external with ease and drive them towards a common goal
  • Excellent communication skills – Remember communication is not what you say but what other person understand
  • Be the user experience and solutioning expert to build the right conversational experiences to solve client issues
  • Manage all customer communications for your accounts and ensure that all customer issues are dealt with in an efficient and timely manner
  • Help to drive innovation and continuous improvement in bot quality management and related business processes

 

 

Requirements*

  • Bachelor’s degree
  • 2 – 4 years of experience in support or analytical functions related to information services or a product based company
  • Ability to analyze complex situations and to derive workable actions – identify, prioritize, and weigh options and recommend a value-add solution
  • Great experience working in Data & Analytics
  • Demonstrates initiative, a self-starter with analytical skills, attention to detail, problem-solving and decision-making abilities
  • Ability to derive insights from data and build an actionable strategy based on analysis
  • Basic understanding of how chatbots work. Brownie points for exposure to some chatbot tools! 
  • Passion about conversational AI (especially virtual assistants) a must. 

* Requirements is such a strong word. We don’t necessarily expect to find a candidate that has done everything listed, but you should be able to make a credible case that you’ve done most of it and are ready for the challenge of adding some new things to your resume.

Tell me more about Haptik

  • On a roll: Announced major strategic partnership in April 2019 with Jio in a $100 million deal.
  • Great team: You will be working with great leaders who have been listed in Business World 40 Under 40, Forbes 30 Under 30 and MIT 35 Under 35 Innovators.
  • Great culture: The freedom to think and innovate is something that defines the culture of Haptik. Every person is approachable. While we are working hard, it is also important to take breaks to not get too worked up.
  • Huge market: Disrupting a massive, growing AI market. The global market is projected to attain a valuation of $9 billion by the end of 2024.
  • Emerging technology: We are moving to an AI first world, and Haptik is one of the largest AI first companies globally, based out of India.
  • Great customers: Some of the most notable brands in the world - Oyo Rooms, Samsung, Tata Teleservices, Club Mahindra, KFC, Coca-Cola, to count a few.
  • Impact: A fun and exciting start-up culture that empowers its people to make a huge impact.

Working hard for things that we don't care about is stress, but working hard for something we love is called passion! At Haptik we passionately solve problems in order to be able to move faster and each Haptikan imbibes our key values of honesty, ownership, perseverance, communication, impact, curiosity, courage, agility and selflessness.

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