Nibav Lifts - Vice President - Customer Success

Vice President Customer Success

Designation: Vice President - CRM

Work Location - Chennai

Roles & Responsibilities :

- Establish a Strategic Plan for customer service identifying the growth strategy that aligns with the organization's objectives and values.

- Identify key customer touchpoints and journey maps to enhance the end-to-end customer experience.

- Identify and drive process improvements that improve customer experience

- Utilize data analytics and customer insights to drive informed decision-making and support customer-centric strategies.

- Continuously monitor industry trends and best practices to ensure our customer experience remains competitive and innovative.

- Lead and inspire a team of customer relationship managers and customer support professionals.

- Set clear performance objectives, provide regular feedback, and support their professional growth

- Identify and drive process improvements that improve customer experience,

- Collaborate with others across multiple departments and lines of business, including international support teams...

- Develop and monitor key performance indicators (KPIs) related to customer satisfaction, loyalty, and retention.

- Lead a team of Customer Relationship Managers across multiple geographies and approximately 5-7 Regional Managers

- Track and manage key business performance metrics, coach and develop associates, oversee quality assurance, and resolve system issues.

- Develop strategies in a fast-paced environment where new variables are constantly emerging.

- Manage staffing and financial budgets and well as perform other duties as assigned.

Requirements:

- Bachelor's degree in Business Administration or related field required, Master's Degree preferred.

- 15-18 years of experience in the customer service field, including significant management experience, directing a large operational function.

- Experience in developing customer service propositions underpinned by technology and automation.

- Knowledge of customer information systems, accounting controls and principles.

- Inherent knowledge of customer accounting and credit and collections processes.

- Knowledge of rates and regulatory process as it relates to customers.

Skills/Abilities:

- Excellent managerial/leadership skills.

- Effective communication and organizational skills.

- Results oriented.

- Track record of driving continuous improvement

- Demonstrated analytical, administrative and decision making abilities.