Account Director - Customer Success (B2B/HCM)

CTQs :

- 12 + year's work experience in the Tech Industry out of which 6+ years in SaaS product companies.

- 4+ years of experience in HR transformation & change management/HCM implementation and customer management roles/HR consulting roles

- Understanding of Technology systems. HRMS system implementation and understanding would be preferred

- Excellent verbal and written communications skills

- MBA/PGDM (preferably in HR) or relevant work experience after BE/BTech

- Prior experience of contract renewals and upselling.

- Seniority Level

- Mid-Senior level

- Industry

- Information Technology and Services

- Employment Type

- Full-time

- Job Functions

Job role :

Process :

Customer Experience :

- Design and delivery of customer experience blueprint across all business - communication, service, and people

- Aligning service processes, practices, and measures to business strategies; Defining experience framework for all new business launch

- Handled Seamless transition of Outsourcing of Operations and Service delivery

- Handling Quality to build up a model of sustainability and repeatability

- Budgeting activity along with delivery

Customer Success :

- Drive Customer Success Outcomes

- Increase renewal rates and reduce churn

- Expand revenue in accounts through cross-selling and up-selling

- 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

- Establish a system for tracking metrics

- Create cadence for review within a team

- Expose a subset of metrics to the executive team, company, and board

Customer Onboarding :

- To assume overall responsibility for managing or meeting service expectations of business units, migrating work to the assigned projects, during the migration phase.

- In line with the overall objectives of the department, judiciously utilize the available migration resources, and ensure planning for any contingencies, which may affect the migration project

- Proactively ensure availability of pre-migration / migration documentation

- Collate, maintain and provide accurate Management Information within agreed timescales on a regular basis

- Establish and maintain an effective relationship with business areas and identify areas of service improvements by implementing regular calls and feedback mechanism

- Influence and escalate key customer issues in an effective way to ensure timely resolution

- Continuous reviews of the customer issue and ensure products and services are tailored on an ongoing basis to meet the expectation

Technical Delivery :

People:

- Have complete ownership of the output delivered by the team

- Conduct 1-on-1s with direct reports

- Provide mentorship and constructive feedback on the approach, quality, and throughput of the final output of all work done by the reportees

- Responsible for performance management and compliance of processes within the team including appraisals, monthly ratings, discipline, etc.

- Responsible for resource deployment across all processes for the engagement(Team Size, Span, Shift Utilization, Skill sets, technology)

Systems :

- Business Planning: Prepare a Business plan, finalize target operating models depending on the vertical and nature of business of the client, recruit and deploy manpower.

- Key solutions implementation: Identifying and collaborating with Solution Design / key solutions/alliances/platform groups in the implementation of new solutions in the practice in order to differentiate service offerings on a regular basis

- Contracting & Agreement : Review Master Services Agreement (MSA) / SLAs from compliance and Practice execution perspective

- Onboarding support of new engagement/project: Designs and signs off on right metrics, best practices, best in class controls, signs off on Business Requirement document, and participation in User Acceptance Testing (UAT) from a Practice perspective.

- Quality & Risk Planning: Focus on continuous improvement & innovation. Risk Assessment and Mitigation Planning, High-Risk Project Reviews and Governance of complex engagements

- Strategy & Road Map Definition (Domain): Provide inputs on strategy and thought leadership at a practice level

- Client Management: Listening to and acting on customer feedback (CSAT/Engagement Feedback), Client visits, Relationship management, CSAT, Engagement Feedback, SLA management, Issue & escalation management in order to achieve high Client Satisfaction for Practice clients.

- Initiatives and Innovation: Implement global best practices in similar sub-processes across all engagements

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