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28/11 Recruiter
Recruiter at One Direct

Views:502 Applications:87 Rec. Actions:Recruiter Actions:14

OneDirect - Associate Director - Customer Success (4-8 yrs) Premium

Mumbai Job Code: 769999

At OneDirect, our customers pay us over time. We will not be successful unless our customers are receiving massive value from our product/service. As such, we need a senior executive to own driving success for our customers in that specific geography. This role includes responsibilities for Customer Success activities (e.g., on-boarding, adoption, advocacy, retention, consulting, etc.)

Responsibilities :

- Define and optimize the customer journey

- Define the vision of a Red Carpet experience

- Standardize the template for a Success Plan for customers in your segment

- Personally manage escalations from your direct reports, and follow a methodical escalation process to execs

- Drive true value for customers

- Be an expert on best practices in change management and domain knowledge

- Promote the Challenger approach amongst your team members

- Find ways for CSMs to deeply understand our customers objectives and become a trusted right-hand advisor

- Determine how to define, drive, and demonstrate the value (ROI) delivered

- Lead cross-functionally to drive customer success

- Clarify ownership for each part of the journey

- Gather feedback from other departments, including Renewals & Expansion, Sales, Services, Support, Product, and others, to improve the customer experience

- Advocate for changes in other departments ways of working (including our onboarding process) and collaborate with them to implement those

- Help foster company-wide culture of Customer Success

- Drive alignment with Renewals & Expansion and Sales

- Align with R&E on renewal and up-sell strategy and focus on selling with a retention focus

- Ensure smart hand-off

Own key metrics for your team :

- NPS - Net promoter score

- Net negative churn

- Recovery

- Cost / ARR (Annual recurring revenue) ratio

- Team member satisfaction & learning

- Own the financial model for your team, including projections of costs and new hires, and forecasts of renewal and upsell rates

Required Experience/Skills :

- 4+ years experience in leading customer-facing organizations

- Ability to manage influence through persuasion, negotiation, and consensus building

- Ideally combined background of sales and post-sales experience (Preference for sales background)

- Strong empathy for customers AND passion for revenue and growth

- Analytical and process-oriented mindset

- Demonstrated desire for continuous learning and improvement

- Enthusiastic and creative leader with the ability to inspire others

- Excellent communication and presentation skills

- Relevant Bachelors degree; preference for computer science or related degrees along with an MBA from a tier 1 institution.

Women-friendly workplace:

Maternity and Paternity Benefits

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