26/12 Dolfy Saluja
HR Operations Specialist at One Direct

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

Mumbai Job Code: 779194

OneDirect - Associate Director - Customer Success (6-8 yrs)

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 :

- Drive true value for customers & define the vision of a Red Carpet experience

- Define, drive and optimize the entire customer journey by demonstrating the value (ROI) delivered

- 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

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

- Lead discussions with internal cross-functional teams to foster culture of Customer Success

- Drive alignment with Renewals, Expansion and Sales

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 customer-facing organizations handling enterprise accounts with 1+ year of experience in leading teams

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

- Ideally combined background of sales and post-sales experience

- Strong empathy for customers AND passion for revenue and growth

- Analytical and process-oriented mindset

- 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.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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