Roles and Responsibilities Freight Tiger is a fast pace customer-centric, tech startup setting a strong foothold in the Logistics space. With a commendable growth of more than [80%] in its customer base in the past few months, Freight Tiger is looking to build a stellar team to enhance the customer experience. The chosen Customer Success Leader will be responsible to manage, build and motivate a strong, world-class team which will cater to 300+ customers across the nation. This team will effectively define and optimize the customer journey to excellence. Key Responsibilities - Drive true values for customers - Understand each customers strategic goals. Map the customer requirement to Freight Tiger offering and execute an aggressive roadmap to implement the success plan. - Take ownership of implementing best practices in customer servicing. - Define and optimize customer journey from onboarding to achieving success driven goals. - Establish a trust based, strategic advisor relationship with decision makers at the customer end. - Amicably manage customer escalations and serve as a lead point of contact. - Gather valuable feedback from customer for continual product and process improvements. - Monitor customer health. Identify opportunities for continuous improvement. - Lead cross-functionally to drive customer success - Brainstorm with the customer success team to design a well thought through customer success plan. Oversee implementation of the plan and identify areas of improvement to meet and exceed customer expectations. - Define and optimize customer journey from onboarding to achieving success driven goals. - Liaise with Technology and Product team to identify and implement enhancement requests across the product. - Establish trustworthy relations with internal stakeholders to get timely support to customer issue resolution. - Share customer feedback with internal stakeholders and strive to foster company-wide culture for Customer success. - Create dashboards to measure customer progress and success. Generate reports for senior management decision making. - Customer renewals and Expansions - Identify up sell and product extension sales opportunities. - Give feedback to sales and marketing on prospecting approach. - Partner with Sales to develop a plan for customer success and expansion. Team Management - Mentor the customer success team to deeply understand the customer objectives. - Drive the team to transform customer engagement from - reactive- to - proactive- . - Own the financial model for your team, including projection of cost, new hires and forecast of renewals and upsell. - Recruit, mentor, groom and inspire a world-class team. - Create a culture of massive customer delight. - Define and own key metrics for your team and achieve operational excellence by continuously communicating metrics to the team. Requirements: &nbsp;Experience, Skills &amp; Knowledge :&nbsp; - 6+ years of experience in a customer facing success enabler, Account Management, Strategic solution consultant role/organization. - Bachelor's Degree with MBA preferred. - Demonstrate problem-solving and leadership skills to pursue best industry practices in customer servicing. - Conceptual Mindset. Customer centric mentality and strong business foresight and judgement. - Strong inter personal skills and excellent verbal and written communication skills. - Eager to learn and adapt to a start-up culture. - Ability to prioritize, multitask and perform effectively under pressure. - Articulates a clear customer oriented vision that is inspiring and aligned with business needs. - Experienced in articulating the business goals and cascading them down the organization appropriately so that every person in the organization is appropriately stretched to achieve outcomes. - Ability to embrace and demonstrate leadership beyond ownership. - Self-motivated, "out of the box" Critical Thinking, Team Builder and a Natural Leader of Industry Knowledge. Compensation Structure :&nbsp; The structure would be base + variable + ESOPs and is open for discussion depending on the background and experience of the candidate.

Mumbai

Freight Tiger - Head - Customer Success 

Freight Tiger - Head - Customer Success  ,Job Description for Freight Tiger - Head - Customer Success  in Freight Commerce Solutions Pvt. Ltd. in  Mumbai for (10-15) years of experience. Apply Now!

Job Description for Freight Tiger - Head - Customer Success  in Freight Commerce Solutions Pvt. Ltd. in  Mumbai for (10-15) years of experience. Apply Now!