Key Account Manager

ABOUT COMPANY
Osettl Technologies operates Legodesk — a specialized legaltech platform for
end-to-end debt recovery and NPA resolution. We serve India's leading banks,
NBFCs, ARCs, and law firms with cutting-edge workflows for:
• SARFAESI Act proceedings
• IBC/NCLT filings
• DRT/DRAT litigation
• Section 138 NI Act prosecution
THE ROLE
Customer Success Executive — own the post-sale client lifecycle for BFSI
customers (banks, NBFCs, ARCs, law firms). Your mission: ensure clients achieve
their debt recovery and litigation outcomes with Legodesk.
Success = High adoption, zero churn, strong NPS, growing case volume per account.
Experience Required: 2-3 years in customer success, support, or client operations
Location: Bengaluru (on-site)
RESPONSIBILITIES
Client Onboarding & Enablement
→ Lead structured onboarding for new customers
→ Conduct training on Legodesk platform (SARFAESI, IBC, DRT, Section 138)
→ Create personalized implementation timelines
→ Build success playbooks tailored to each client's workflow
Ongoing Support & Relationship Management
→ Serve as trusted single point of contact (SPOC) for assigned accounts
→ Monitor usage metrics and proactively identify adoption blockers
→ Field client questions; resolve issues or escalate smartly
→ Maintain CRM transparency (all interactions logged)
Account Health & Retention
→ Track health metrics: NPS, adoption rate, case volume, engagement score
→ Identify at-risk accounts and escalate for retention intervention
→ Conduct quarterly business reviews (QBRs) to drive value realization
→ Build retention strategies for your portfolio
Continuous Improvement
→ Gather customer feedback on features and pain points
→ Escalate to Product team as feature requests or bug reports
→ Build case studies and customer testimonials
→ Stay current on regulatory changes (debt recovery, NCLT, DRT)
YOUR PROFILE
✓ 2-3 years in CS, customer support, or client operations
✓ SaaS background preferred (but not required)
✓ Strong communicator: explain technical concepts to non-technical stakeholders
✓ Empathetic problem-solver; comfortable with ambiguity
✓ CRM proficiency (Salesforce, HubSpot, or similar)
✓ Curious about BFSI/legaltech; willing to learn debt recovery processes
✓ Bachelor's degree (any stream)
RED FLAG: If you've only done internal ops with zero external client interaction
GREEN FLAG: "I reduced churn from X% to Y%" or "I built an onboarding playbook"
YOU'LL BE MEASURED ON
→ Churn Rate: <5% QoQ
→ NPS Score: 50+ (client satisfaction)
→ Product Adoption: >70% across portfolio
→ Onboarding Time: <30 days to go-live
→ Case Volume Growth: growing engagement per client
#Hiring #CustomerSuccess #Legaltech #Bangalore #BFSI #SaaS #Startup #FullTime

Work arrangement
No