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22/06 Saumya Srivastava
Head HR at LitmusWorld

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LitmusWorld - Head - Client Operations (12-15 yrs)

Mumbai Job Code: 829523

LitmusWorld is looking to hire a Head of Client Operations to direct the organization through its next phase of rapid growth and development. Established in October 2015, LitmusWorld, an enterprise SaaS business, implements a platform to help large enterprises deliver contextual conversations that enable dramatic improvements in stakeholder experience. The platform is quick to setup, simple for stakeholders to respond and delivers actionable insights across touchpoints, all in real-time. This allows the touchpoint owner to measure, manage and improve overall stakeholder experience. Over 4 years of business transformation, 80 million conversations, we- ve built meaningful relationships between enterprises and their stakeholders, that allows them to be more competitive and profitable, one touchpoint, one conversation, one relationship, at a time.

Responsibilities :

Position: Head of Client Operations

Location: Mumbai


- The core focus of this position is to deliver excellence in client service. The role will support the servicing and retention of clients.

- Provide leadership and direction to achieve excellent customer service experience for our clients and foster a positive, strong and supportive team culture

- Set the overall direction, priorities and development of the team

- Oversee the allocation of client accounts, coaching support and adjust workloads where appropriate

- Assess any gaps in knowledge and provide appropriate and timely training, coaching and mentoring

- Work with the team to keep morale and motivation high, encourage out of box thinking and progression

- Understand client's customer experience program scope

- Document requirements and ideate and recommend solution structure

- Implement customer experience campaigns

- Liaise with the engineering and product teams while implementing solutions

- Program manage multiple client CX programs and drive program success

- Cultivate client relationships and solve for business critical use cases by co-creating solutions with the clients

- Managing the escalation of all matters specific to the delivery of services

Experience and Skills :

- Work experience of at around 12-15 years, preferably in working with SaaS tools

- Graduate Engineer and MBA from Tier I/Tier II institute

- Excellent verbal and written communication

- Stakeholder management skills

- Driven and resourceful

- Customer-centric, solution-oriented and a team player

- Ability to work under ambiguity and in a dynamic environment

- Attention to detail and focus on quality

- Strong analytical skills, with a good understanding of real-time dashboards

Women-friendly workplace:

Maternity and Paternity Benefits

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