jobseeker Logo
Now Apply on the Go!
Download iimjobs Jobseeker App and get a seamless experience for your job-hunting
05/09 Deepu Fedari
Consultant at Optout

Views:4103 Applications:1155 Rec. Actions:Recruiter Actions:64

Associate Director - Customer Success - Internet/Online/IT (8-18 yrs)

Bangalore/Mumbai Job Code: 1310306

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

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

Add a note
Something suspicious? Report this job posting.