Implementation Head - Software Implementation & Customer Success

Implementation Head (Software implementation and customer success)

Key Roles and Responsibilities :

A. Customer service and support

1. Design a highly scalable and cost-effective digital customer service operation that provides a personalized experience and drives customer satisfaction and platform adoption

2. Be hands on in delivering direct and automated customer success activities including onboarding, customer support and customer success coaching

3. Respond to user and learner queries within sector leading SLAs.

4. Develop personalized communications, FAQs banks and self-service knowledge bases.

B. Mentorship and customer success

1. Map the customer journey to develop effective touch points and listening points, and design interventions that maximize success

2. Work effectively with Sales , Implementation and academicsto deliver a joined up end-to-end customer experience

3. Build and manage a team of in-house Teacher trainers.

4. Use data and learner analytics to understand user trends, predict drop-out to maximize users- learning and career success and drive customer lifetime value by increasing renewal rates and reducing churn

C. Deliver an exhilarating customer experience

1. Provide a success framework that educates the customer to understand the best ways to utilise the platform, so customers are encouraged to continue using it over the long term

2. Foster a culture of Customer Success and create customer feedback loop working across teams in Sales, operations etc.

D. General

1. Implement innovative systems and processes to achieve scalability and automation and a high sense of personalization across the services

2. Define operational metrics for the services and establish systems for tracking those metrics and reporting insights to the senior management and executive teams

Required Qualifications, Skills and Experience :

1. Relevant undergraduate/postgraduate qualifications in a relevant discipline.

2. 10+ years of experience of customer-facing operations, at least five years in a management role

3. Experience of working in an EdTech, SaaS in mandatory.

4. Proven experience in personally designing scalable customer success strategies and processes, and proven ability to translate them into initiatives and successful delivery

5. Willingness to be hands on with a - roll up sleeves- attitude to get things done

6. Ability to manage influence through persuasion, negotiation and consensus building

7. Strong empathy for customers and a passion for business growth

8. Analytical and process-oriented mindset - you are decisive, your strategies are clear and successful, and you can confidently back up customer views with data and insights

- He will handling a team size of 100 + people under him.