About the role: - We're looking for an experienced customer service leader to deliver world-class customer service across our Delivery and Support teams. - Own and lead customer support teams through service transformation and ongoing continuous improvement. - Collaborate with On-boarding, Admin Services, Content Services, Bespoke, and Product teams to drive the highest levels of customer service mindset, leading to customer satisfaction and improved KPIs. - Partner with the Client Success Sales team to ensure a best-in-class client experience and help drive client retention. Role Description - Serve as a customer service champion working directly with customers and internal teams to deliver best-in-class service. - Instill a customer centric mindset across all teams in location and globally. - Take ownership for defining and meeting SLAs. - Develop and publish actionable reporting to track progress against SLAs that demonstrate improvement and allow for continuous improvements. - Manage the day-to-day operations of the Customer Support team, coaching, training, and developing team members to deliver excellent service at all times. - Develop and maintain a catalogue of support services that demonstrates highly optimized service workflows - Maintain and own customer satisfaction surveys and scores, follow-up on low CSAT/NPS scores and learn from good scores through customer interaction. - Collaborate closely with Product to resolve customer support issues. - Collaborate with Onboarding, Admin Services, Content Service, Bespoke and Delivery teams to instill best practice customer service mindset and behaviors. - Collaborate closely with Client Success in the Sales org to ensure feedback loop and seamless customer experience - Collaborate closely with the Marketing team on NPS and other customer service KPIs across the Delivery and Support organizations. - Responsible for setting standards and defining workflows aligned to ITIL framework. - Design, implement, and maintain incident management process aligned to ITIL framework ensuring all teams adhere to defined processes. - Manage incidents as and when escalations are made and take proactive action to reduce escalations by closely monitoring day-to-day progress of service delivery. Requirements - Bachelors degree, preferably MBA - Minimum 15 yrs work experience - Demonstrable previous experience in a leadership position, implementing and leading a large enterprise service desk within a global organization - Prior experience of working in a leadership position with influence - Managing high performing teams with coaching and development expertise - Strong communication skills used to influence and placate in difficult situations - Works with autonomy and has the relevant gravitas that demonstrates confidence to all stakeholders - Ability to grasp customer issues with ease - Technical skillsets - ITIL certified

Anywhere in India/Multiple Locations

Vice President - Customer Experience - ITIL 

Job Description for Vice President - Customer Experience - ITIL  in Stalwart management in  Anywhere in India/Multiple Locations for (15-24) years of experience. Apply Now!