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10/08 Priyanka
Talent Acquisition at ClearTax

Views:876 Applications:234 Rec. Actions:Recruiter Actions:50

Cleartax - Senior Director - Customer Excellence (6-12 yrs)

Bangalore Job Code: 1138663

Mission for Director - Customer Excellence

Over the next 2 years, help drive excellence and innovation across the end-to-end Enterprise customer lifecycle at ClearTax with the objectives of significantly improving Value Delivery, Time to Value and bringing down cost of servicing customers.

Responsibilities

- In the next 3-9 months, reduce Time to Value for new Enterprise Customers to <30 days across all product families

- Improve onboarding time taken to less than 15 days (Sales Handover, Account Setup and Product training for clients)

- Push for self serve on boarding for low value/ large volume clients with deal value <1 L

- Automate the entire onboarding journey for On boarding agents in Cleartax.

- Significantly improve TAT and quality of Integrations for new clients

- In the next 12 months, develop and rollout a playbook for new customers to realize at least 10X value/ ROI for the tool investment

- Work closely with product team to identify levers for delivering impact to new clients across product families (GST, Max ITC, Einvoicing, ID etc)

- Build a playbook and work with Customer Operations team to deliver value to clients within specified timeframe

- Setup the product and process infrastructure to communicate the impact/ value delivered to clients

- Improve Customer NPS for product from X - Y which results in much better overall NRR

- Significantly improve cost of servicing customers (xx% reduction over baseline) through automation and customer-back process improvements

- Work closely with product team to identify areas of automating entire customer touch points which both improve efficiency and deliver better customer experience

- Reduce need for customer support by making product self serve and working with product to systematically eliminate customer pain points

- Build a team of 2-3 Customer Excellence Specialists within Cleartax.

ClearTax is Fintech company & provides cloud-based products for GST, e-Invoicing, e-Waybill, income tax, investments and tax deductions for enterprises, MSMEs, tax experts and tax-payers.

Click on the below link to know more about us:

https://clear.in/s/about-us

Women-friendly workplace:

Maternity and Paternity Benefits

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