OneDirect is a Sequoia capital funded 100+ people enterprise software company headquartered in Bangalore and having offices in Mumbai and Delhi.  We build products to improve customer experience across touch points. Our solutions are used by some of the largest enterprise in India like the Indian railways, HDFC bank, Kotak, OLA, Dominos, Daikin, Myntra, DishTV, Tatasky, Hitachi, PVR and many more.  Given our business model, where our customers pay us over time, Customer Success is absolutely vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service. As such, we need a senior executive to own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.)  Responsibilities :  - Drive Customer Success Outcomes  - Increase renewal rates and reduce churn  - Expand our revenue in accounts through cross-sell and up-sell  - Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores  - Drive new business growth through greater advocacy and reference-ability  - Define and Optimize Customer Lifecycle  - Map customer journey  - Develop listening points in journey (e.g., usage, satisfaction, etc.)  - Standardize interventions for each point in journey  - Define segmentation of customer base and varying strategies  - Identify opportunities for continuous improvement  - Learn from best practices in industry  - Manage Customer Success Activities  - Onboarding  - Training  - Professional Services  - Customer Support  - Customer Success Management  - Renewals  - Cross-sell / Up-sell  - Advocacy  - Measure Effectiveness of Customer Success  - Define operational metrics for team  - Establish system for tracking metrics  - Create cadence for review within team  - Expose subset of metrics to executive team, company and board  - Lead World-class Customer Success Team  - Recruit experienced leaders for each functional role  - Attract high potential individual contributors into team  - Create rapid onboarding process for new team members  - Foster collaboration within team and across customer lifecycle  - Encourage continuous learning within team  - Enhance Effectiveness and Efficiency Through Technology  Support systems:  - Customer marketing software  - Reference and advocacy solutions  - Customer Success Management platform  - Inspire Customer Success Across Company  - Create company-wide culture of Customer Success  - Align with Marketing around marketing to existing clients  - Align with Product around driving product roadmap  - Align with Sales around cross-sell and up-sell and focus on selling with a retention focus  - Align with Finance around measurement and forecasting  - Align with Executive Team around key metrics and objectives  - Drive company-wide definition of ideal customer  - Create company-wide customer feedback loop  Required Experience/Skills :  - 5+ years experience in leading customer-facing organizations  - Ability to manage influence through persuasion, negotiation, and consensus building  - Ideally combined background of post-sale and sales experience  - Strong empathy for customers AND passion for revenue and growth  - Deep understanding of value drivers in recurring revenue business models  - Analytical and process-oriented mindset  - Demonstrated desire for continuous learning and improvement  - Enthusiastic and creative leader with the ability to inspire others  - Excellent communication and presentation skills  - Relevant Bachelor's degree; preference for computer science or related degrees along with an MBA

Bangalore

OneDirect - Vice President - Customer Success 

OneDirect - Vice President - Customer Success  ,Job Description for OneDirect - Vice President - Customer Success  in One Direct in  Bangalore for (8-15) years of experience. Apply Now!

Job Description for OneDirect - Vice President - Customer Success  in One Direct in  Bangalore for (8-15) years of experience. Apply Now!