Associate Director - Customer Success - Internet/Online/IT

Client's Customer Success Team is the fulcrum that provides multi-focal support to enable the global reach of our supply chain solutions. The team focuses on leading the Post Sales efforts to ensure the end-to-end delivery of the client solution. High focus on taking ownership of customer challenges and delivering a delightful Customer Experience is the key metric for the team. The team understands our business and its objectives, to lead us through planning and providing quick-thought solutions in a very agile, fast-paced, and collaborative environment.

Key Objectives of the role :

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

- Ensure adherence to Q&Q standards and drive NPS for client

- 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 within client 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

What are we looking for?

- Preferably a seasoned people leader with 8+ years of experience in various customer facing roles

- Strong project management and stakeholder management skills

- A self-starter with a proven ability to execute both strategically and tactically,

- Excellent balance of people, organizational, and technical skills, and can execute and deliver successfully in situations where authority is not a given

- A strong customer advocate with the ability and willingness to engage directly with customers

- High integrity, authenticity, and humility. Able to thrive in a "do whatever it takes" environment

- Data-driven and analytical. Adaptable to changing market and customer requirements

- Excellent time management, communication, and presentation skills