Regional Head - Customer Success - IT Product Firm

About the Company: Its a Leading IT Product Company

Job Location: Kolkata

Experience: 8-12 years

Salary Range: Rs 25-30 Lacs

Job Description

1. Own end to end customer relationship from delivery perspective for a particular Region

2. Drive customer engagement for the customers in region and Ensure customer engagement targets are met

3. Create and refine engagement approach for the region

4. Coordinate with respective City and Cluster sales team to align engagement approach for customers

5. Ensure Voice of customers are logged and addressed

6. Ensure Enhancement requests suggested by the customers are getting logged and tracked

7. Ensure customer issues and escalations are being addressed within defined SLAs

8. Ensure customer feedback regarding platform or new capabilities is captured and taken to right teams on time

9. Conduct customer satisfaction survey/NPS regularly

10. Work with marketing team and customers to create testimonials

11. Regular Status reporting to customers and leadership team

12. Ensure that customers are being regularly made aware various platform capabilities and encourage them to leverage the same

13. Manage regional delivery team

Experience and skill-set requirements

1. Work Experience: 10 years

2. Areas: New IT Products and Platform Deployments

3. Education: Graduate / Engineering / MBA

4. Skills: Strong delivery experience in IT products and platforms, Excellent communication skills, Excellent leadership skills, Ability to build customer relations, Understanding of IT delivery methodologies like Agile, Excellent interpersonal skills, Excellent knowledge in using MS Office, understanding of product/platform deployment cycle/tools used, understanding of few business domains of small and medium enterprises, Managing teams

5. Language: Proficiency in English, Regional language