Associate Director - Customer Success

Job Description:

- Champion and drive customer-centricity by leading the Post Sales efforts

- Ensure adherence to Q&Q standards and drive NPS.

- Provide superior customer service, placing heavy importance on brand experience and customer engagement and satisfaction.

- Serve as the brand ambassador, developing and nurturing strong relationships with stakeholders both external as well as internal.

- Understand the Customer Pulse and share insights with the Sales Team to drive strategic conversations

- Drive growth and experience through product and experience on the platform

- Constant understanding and feedback to engineering team to drive enhancements on the product

In Customer Success a typical month will include:

- Promoting customer satisfaction, loyalty, and advocacy by understanding customer's unique (and evolving) needs and delivering value.

- Interfacing with the client with ready-information and updates on the status of the deliverables.

- Proactively solving the customer's challenges through new ideas, tools, and mechanisms.

- Interacting, communicating, and partnering with other teams such as Sales & Marketing, Logistics, and Channel - Management teams for the flawless execution of projects.

- Aligning with cross-functional SPOCs to manage the set of deliverables on time and with zero-tolerance for quality.

- Driving important org-wide & team metrics, ensuring quality adherence, thereby championing customer centricity.