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 :&nbsp; - 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 &amp; 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 &amp; Expansion and Sales - Align with R&amp;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 &amp; 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 Bachelor's degree; preference for computer science or related degrees along with an MBA from a tier 1 institution.

Delhi

OneDirect - Associate Director - Customer Success 

OneDirect - Associate Director - Customer Success  ,Job Description for OneDirect - Associate Director - Customer Success  in One Direct in  Delhi for (4-9) years of experience. Apply Now!

Job Description for OneDirect - Associate Director - Customer Success  in One Direct in  Delhi for (4-9) years of experience. Apply Now!