The Bridgespan Group Looking for Customer Success Associate at Mumbai, Maharashtra Full Time

About the Bridgespan Group

The Bridgespan Group is the leading nonprofit consulting organization serving ambitious nonprofit leaders, philanthropists, and impact investors in North America, Africa and Asia. We work with social change organizations such as BRAC, Landesa, and Janaagraha; philanthropies such as CIFF and the Gates Foundation; impact investors such as TPG’s Rise Fund and the Impact Investors Council of India; and bold, collaborative initiatives such as Anamaya and Co-Impact.

We value diversity, passion, respect, candor, and most of all having social impact and working towards societies characterized by equity and justice. Equity is central to all that we do. Our mission to break cycles of poverty around the globe is impossible if we do not also achieve equity, and racial equity in the US, given the intersection of issues of race, gender, caste, etc. with poverty and justice. We have made a public commitment to anti-racism, and more importantly are doing the essential work to build a team and leadership at all levels that is diverse, develop a truly inclusive culture, and integrate a focus on equity in all our client work.

If you want to work with the market leader that bridges the worlds of social change leaders, game-changing philanthropists, and impact investors, then Bridgespan is the place for you.

Position Overview

Bridgespan is currently seeking a motivated and customer-centric individual to join the global Technology Team as a Customer Success Associate. In this role, you will be an integral part of our Customer Success Team, responsible for ensuring that the internal staff of the company have positive and productive experiences with technology-related products and services. The primary responsibilities of this role will be troubleshooting technical issues, escalating problems to the appropriate Technology Team members, delivering training, creating and updating documentation, managing change through effective communication, and occasionally supporting data quality projects for our core business systems. This role will be based in our Mumbai office, report to the Associate Director of Customer Success, and work in close coordination with Tech team members across multiple regions and time zones.

If you are a tech-savvy individual with a passion for ensuring customer success through technical troubleshooting, training, change management, and data-driven insights, we invite you to join our growing team and make a significant impact on the technology experiences of our staff.

Responsibilities and Duties

1. Technical Troubleshooting:
Act as a front-line point of contact for staff experiencing technical issues with Bridgespan systems

Diagnose, troubleshoot, and resolve technical problems by collaborating with cross-functional teams, such as engineering and support

Escalate technical issues to appropriate Technology Team members as needed

2. Training and Education:
Conduct product training sessions for staff, both remotely and on-site as necessary

Provide comprehensive guidance to colleagues on product functionality and best practices for optimal utilization

3. Documentation:
Develop, update, and maintain user-friendly documentation, including user guides, FAQs, and troubleshooting resources

Ensure documentation accurately reflects product features and functionalities

4. Change Management:
Advocate for the effective use of our products, tailoring strategies to address specific business needs

Craft and send communications that introduce new features, enhancements, or changes, ensuring a smooth transition and minimizing disruption

Generate regular reports on colleague engagement and product adoption to track success and inform change management decisions

5. Inform Technology Improvements:
Gather feedback from local teams and colleagues to understand their needs and challenges

Analyze usage data, user feedback, and other relevant metrics to identify trends and areas for improvement

Advocate for fixes and enhancements to technology solutions and services, providing input to the Product and Operations groups

6. Data Reporting and Quality Assurance:
Provide secondary support to requests to pull reports and data from business systems

Provide secondary support to data quality projects

Experience and Skills Required

Strong customer service orientation

Exceptional communication skills, both written and verbal, with the ability to convey technical concepts to non-technical audiences

Previous experience in customer success, technical support, technology training, or a related role

Detail-oriented with strong organizational skills to manage multiple tasks and priorities effectively

Demonstrated ability to collaborate with cross-functional teams and adapt to a rapidly changing environment

Strong passion for technology and an aptitude for quickly understanding complex systems and processes

Excellent problem-solving skills and ability to troubleshoot technical issues independently

Proficiency in using customer relationship management (CRM) software and data reporting tools

Bachelor’s degree in a related field (Computer Science, Engineering, Business, etc.) or equivalent work experience

Flexibility to collaborate with team members across geographies and global time zones

Location and Remote Work Flexibility

All Bridgespan staff are expected to relocate to Mumbai and work in the Bridgespan Mumbai office at least 3 days per week. This policy is designed to offer meaningful opportunity for in-person relationship building and mentorship, while also offering staff considerable flexibility.

COVID Vaccination policy

The Bridgespan Group maintains a policy requiring all India-based employees to be fully vaccinated against COVID-19. Newly hired employees must show proof of full vaccination status prior to their employment start date. As an equal opportunity employer, we will provide reasonable accommodation to those unable to be vaccinated for medical or religious reasons in accordance with applicable laws.

Operational details

The application deadline is October 9, 2023 at 11:59 pm IST.

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Bridgespan is committed to providing equal opportunities. We serve diverse organizations and are committed to non-discrimination. Bridgespan will not discriminate against any employee with respect to any term or condition of employment, including but not limited to less favorable treatment, exclusion from employment or employment opportunities (including hiring, assignment, performance assessment and promotion) on the basis of caste, race, color, religion, national origin, citizenship, ancestry, gender (including pregnancy), gender identity, age, disability, marital status, sexual orientation, expression, veteran’s status or other protected characteristic or status.

We support an inclusive workplace ensuring equitable experiences and a culture of belonging and collaboration. All company-sponsored programs including training, job, social, and recreational activities are required to be nondiscriminatory and all human resource practices are monitored to ensure equal opportunity.

PLEASE NOTE: At this time, we are only considering candidates who are citizens of India or candidates who have OCI or PIO status.