Why This Role Matters
What You’ll OwnCustomer Success & Adoption
- Support onboarding and implementation for new merchant accounts
- Drive product adoption and help customers maximize value from KwikEngage
- Conduct regular check-ins, training sessions, and adoption reviews
- Ensure merchants achieve their success milestones and business objectives
- Manage a portfolio of D2C brands and act as their primary day-to-day point of contact
- Monitor account health and proactively identify risks and opportunities
- Support retention efforts through proactive engagement and relationship management
- Identify upsell and cross-sell opportunities in partnership with senior team members
- Help merchants improve customer engagement, retention, and campaign performance
- Provide data-backed recommendations to drive business outcomes
- Analyse campaign performance, customer behaviour, and WhatsApp journeys
- Share actionable insights and best practices with merchants
- Track key metrics and help brands optimise their engagement strategies
- Partner with Product, Engineering, and Marketing teams to resolve merchant issues
- Share customer feedback and insights to influence product improvements
- Contribute to customer success playbooks and process enhancements
Who You Are
- 1–3 years of experience in Customer Success, Account Management, Client Servicing, or Relationship Management
- Experience in SaaS, MarTech, CRM, D2C, eCommerce, or technology-led businesses is preferred
- Familiarity with WhatsApp Business, CRM platforms, marketing automation tools, or customer engagement solutions is a plus
- Strong communication and stakeholder management skills
- Analytical mindset with the ability to derive insights from data
- Proactive problem solver with a customer-first approach
- Comfortable managing multiple accounts and priorities in a fast-paced environment
- Proficiency in English and Hindi is required
- Proficiency in Telugu or Tamil is mandatory
Why GoKwik
Skills Required
- 1-3 years of experience in Customer Success, Account Management, Client Servicing, or Relationship Management
- Experience in SaaS, MarTech, CRM, D2C, eCommerce, or technology-led businesses
- Familiarity with WhatsApp Business, CRM platforms, marketing automation tools, or customer engagement solutions
- Strong communication and stakeholder management skills
- Analytical mindset with the ability to derive insights from data
- Proactive problem solver with a customer-first approach
- Comfortable managing multiple accounts and priorities in a fast-paced environment
- Proficiency in English and Hindi
- Proficiency in Telugu or Tamil
What We Do
GoKwik is a data & technology led enabler, building a full-stack solution suite for eCommerce and D2C brands to help them unlock business growth. Embarked on a mission to democratise the shopping experience, GoKwik enables eCommerce brands to deliver superlative customer experience across the shopping funnel thereby boosting conversion rates and revenue growth. It also solves for other critical pain points of the industry such as COD RTO (Return to Origin) and helps brands manage the RTO problem while offering COD as a payment channel. With its recent addition of a third product: KwikChat, GoKwik is solving for low ROIs on marketing campaigns through 30+ Whatsapp use cases such as abandoned cart recovery, click to whatsapp ad campaigns & headless checkout. 1 in 3 shoppers is already shopping on the GoKwik network that has helped 500+ brands scale their businesses with higher GMV realisation & profit margins. It is helmed by Chirag Taneja (Co-Founder and Chief Executive Officer), Vivek Bajpai (Co-Founder and Chief Technology Officer), and Ankush Talwar (Co-Founder and Chief Data Scientist). GoKwik is backed by investors such as Sequoia Capital, Matrix Partners India, RTP Global & Think Investments. GoKwik's team has deep knowledge in the space of eCommerce with people having previous experience in Flipkart, Razorpay, Swiggy, Myntra, Nykaa, and more.
