Head - Customer Success - IT

Designation: Head of Customer Success (CX)

Experience: 12 to 15 years

Location: Bangalore

This role at Kristal is a global role spanning multiple markets - Singapore, Hong Kong, India and Middle East and is responsible to ensure high customer happiness across different customer segments that we focus on.

This individual :

1. Will define how Kristal engages with its customers through support and through the platform.

2. Will be responsible for setting up different types of Customer Success teams as per evolving business demands and scale this in a technology driven manner.

3. Will closely collaborate with both business (Sales, Product & Advisors) as well as internal (Ops, Tech, Finance) teams.

The role is significantly metrics driven - Response times, CSAT, Efficiency and Cost controls (& savings in the longer run) are key KPIs.

Given the criticality of the role, the individual will report directly into the board.

Key requirements:

1. Prior experience in setting up and scaling CX teams, preferably across multiple countries / regions. Experience running a Voice based CX setup is a plus.

2. Proficiency in setting up & managing new age CX solutions like Zendesk

3. Strong business acumen, leadership & people skills

4. Comfortable being hands-on and work with the team members

5. Metrics driven decision making

6. Experience in CX cost control & optimization

7. Experience in Financial domain is a plu