Customer Success @ Belong.co

Abhilash Kasamneni
Dec 13, 2016 · 4 min read

While hiring for Belong over the last 1.5 years, I’ve been asked by many candidates what keeps me here. There are two parts to what they might be expecting to hear—

  1. What is so exciting at Belong.co, and why should anyone be part of it?
  2. Why should ‘they’ be part of it?

I’ve been meaning to share my views on #1 for a while — specifically about Customer Success at Belong. To explain this well, I want to set the context by sharing what we believe in.

At Belong, we believe people are more than the skills they pick up, their work experiences, or the designations they hold. Because to build anything that lasts — be it a company, a social movement or an institution — we need to connect on a level beyond all that. We are human beings with aspirations and values, not human resources.

That’s the philosophy. We are pouring our heart, soul and powerful data & technology into helping awesome companies find people who truly belong, so they can make spectacular things happen. It is extremely exciting because the recruitment space itself is undergoing a huge shift and we are at the forefront of leading it.(Read more about the industry shift here and here)

Problem statement for Customer Success at Belong

This is often overlooked — the function that brings people into a company(Talent Acquisition) and the function that enables the performance & growth of employees(HR) are seen as supporting functions to Business. This needs to change. Change is needed at different levels — What does the CEO think about people & culture? How should the organisation be structured to get the best out of their people? How to bring the best people to join a company? What experience should a candidate go through while interacting with your company? — Because all this together defines who you are as a company, and what kind of people you attract.

How can we best enable organisations to maximise their people potential?

To make such shift happen, we should be able to influence TA/HR practices and how business views human capital. As of today, most external partners provide either:

  1. Consulting advice — They tell you what the industry/your competitors are doing, and what you could potentially do. (see the line of influence in the illustration below)
  2. Implementation help — Either via. manpower(outsourcing HR, TA) or Technology. You know what to do, they help you do it.

Some consulting partners do offer implementation help but they lack powerful data and cutting edge technology required to provide the right solutions. Belong platform is uniquely placed to be able to understand how different companies take people decisions and how candidates/employees behave.

Vision for Belong’s customer success has always been to enable organisations to leverage data & technology to take people decisions and drive business growth via. attracting, retaining & growing great talent.

Call it Consulting, professional services, Customer Support — it doesn’t matter. We are here to solve the problem, we will bring in the right people and design organisational structures to be able to approach it in an efficient way.

Customer Success Model

When you deliver a truly delightful experience apart from just helping customers achieve their desired objectives, you create people who will vouch for you – Promoters. When you give them a great story to tell themselves about Belong/Outbound, you create people who will go out & get their friends, family and colleagues onboard with the concept/idea of Outbound/Belong – Raving fans.

People

While we are all very different, we are similar in sense that we —

  1. Want to make a difference in the world.
  2. Get a kick out of solving tough problems.
  3. Believe data & technology can help make the world a better place.
  4. Are extremely customer centric & very comfortable in front of customers.
  5. Are self-motivated & believe we can be better than yesterday.
  6. Are excited to be part of a truly unique organisation.

We are currently hiring for our Customer Success team. If you think you are the right person to be a part of it & can help build the team, do reach out to me or to anyone in our team to discuss further.

You can also reach out to me to discuss/brainstorm about SaaS, Customer Success, Recruitment, People, Belong and Football.

Abhilash Kasamneni

Written by

Curious, Adaptive, Ambitious; MUFC; Enterprise Tech Sales, Customer Success; Belong.co