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05/01 Neeta Dayal
Freelance Consultant at Think Tank Consultants

Views:203 Applications:49 Rec. Actions:Recruiter Actions:1

Head - Customer Success - Retail Engagement Company (10-20 yrs)

Anywhere in India/Multiple Locations Job Code: 1028108

About the role:

- Design and implement a customer success framework

- Design KPIs & SLAs for customer support functions like tech support, CRM, retail operations & logistics to deliver an excellent client experience

- Design KPIs & SLAs for customer support functions like tech support, CRM, retail operations & logistics to deliver an excellent client experience

- Create customer feedback loops within the organization to foster a company-wide culture of customer success

- Conduct in-depth interactions with customers via customer advisory boards & business reviews; Provide inputs for the product roadmap to ensure continued success with customers

- Manage customer escalations & mobilizing resources across the company as needed

- Own targets for existing revenue streams growth

- To oversee operational excellence across retail operations, logistics and customer support to solve for on-ground challenges

- Liaise with product management and tech support teams to ensure client requirements are met & the right expectations are communicated back to the client

- Liaise with sales to provide inputs for scale up, cross-sales or churn threats inside the account

- Communicate product roadmap, new feature launches and other updates to the client

- Joint-business planning with customers to project brand business numbers, channel expansion plans, etc.

Ideal Candidate profile:

- Understanding of retail and its pain points

- 10+ years of relevant work experience in setting up and owning customer success charter preferably within a B2B SaaS organization

- Demonstrated leadership capabilities of 6+ years as a thought partner with customers, cross-functional experiences, & leading teams

- Brings demonstrated systems and process thinking capabilities and a solution-oriented mindset

- Proven ability to lead people internally and externally to drive outcomes

- Ability to liaise cross-functionally between technology, customer support, & operations functions

- Ability to implement highly quantitative approaches to measuring success including understanding, measuring, and forecasting customer success metrics & revenue

- Ability to work globally across geographies and cultures

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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