Hindustan Times - Head - Customer Success - Retail Domain

Customer Success Head - Retail

Responsibilities :

- Build and scale out the Customer Success model for our customers in corporate retail segment(PAN India)

- Leading a team of Customer Success Managers in developing pro-active strategy for resolution of customer issues, and continually delight them.

- Responsible for overall Customer Service Delivery & Customer Engagement Process for Corporate (Retail) Segment.

- Should be an expert in educating customers on production adoption, usage and benefits.

- Institutionalizing/Tracking of Inbound Metrics

- CSAT and NPS managing and tracking.

- Works with product and tech teams by leveraging the customer insights for prioritization, resolution and timely delivery of integrations for a portfolio of clients

- Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth

- Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes

- Drive upgrade revenue through increased product adoption and increased usage

- Identify prime targets for Upsell/Cross sell and engage sales team to execute on those opportunities

Requirements :

- Bachelor's degree/P.G and 12-15 years of experience in a client servicing role with at least 3 years in Customer Success role

- Must be from Staffing, HR Tech, HR services companies

- Should have managed large teams as a vertical head in Customer Success domain

- Demonstrated ability and desire to work and excel in fast-paced environment

- Understanding of Internet and web applications with a desire learn new technologies

- Proficiency in MS Office