Talent Acquisition at ClearTax
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Cleartax - Senior Director - Customer Excellence (6-12 yrs)
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.
- 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.
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