Customer Service Developer - Customer Success Function - BFS

Customer Service Developer - Team Handling - Mumbai

Job Responsibilities

- In the initial phases of developing the Customer Success function, this role will be responsible for planning, cross functional engagement, project management and executing the plan for Customer Success.

- Work with the Sr. Director of Customer Support to define and refine data requirements and definitions for Key Performance Indicators (KPIs); develop and automate various reports on the state of customers,

- Create internal processes and/or process improvements to enhance the functioning of the Customer Success team; identify, evaluate and recommend new tools to streamline workflows.

- Create and evolve internal Customer Success playbooks and customer journey profiles.

- Develop robust analytical capabilities together with Product Management to monitor usage and improve functional performance of company products

- Constantly evaluate, identify and collaborate with management to implement the best approach to customer segmentation, team organization, team incentives, technology, and processes to deliver a great customer experience.

- Use thorough knowledge of our products and those the customers are currently utilizing to develop the customer's leaders- understanding of company products and the valuable outcomes they can achieve.

- Lead by example and promote the importance of creating trusted advisor relationships with Customers- executive sponsors that enable and lead to strategic partnerships and align with our business and strategy.

- Assemble and leverage cross functional teams, internal to company and customer personnel to drive desired outcomes for investors

- Develop a culture of customer obsession and accountability, striving for nothing less than 100% customer satisfaction

- Be an expert on best practices in change management