Vice President - Customer Success - SaaS Product Firm

Position : Vice President Customer Support/ Customer Success

Location : Bangalore

Exp : 15+ yrs

- Senior leader with 15+ years of Customer Support experience with significant exposure to BFSI verticals.

- Looking for leader from BFSI/Fintech background & should have coming from product based companies or managing financial services products

- You will be will be responsible for the strategic direction, leadership and delivery of all customer support globally.

- Responsible for managing post production customer support services that complement software product delivery services.

- Strong leadership experience managing 150-200 strong global team.

- Should have good experience managing a Customer Support for large enterprise customers in diverse geographies.

- Experience managing a SaaS / PaaS offering

- Own and lead Enterprise Customer Support function for global customers providing L1, L2 and L3 Support

- Own and Improve Net Promoter Score and Customer Satisfaction and other customer metrics

- Good experience in engage the customer service team and drive additional revenue opportunities through service

- You will be a key stakeholder and thought leader and responsible for overall solution delivery practice,

- Working with organization's delivery leadership to drive the long-term customer success roadmap

- You will be a single point of contact of the global customer across the organization

- Good experience to enterprise lending solutions

- Good experience with the management of emerging technologies

- Excellent people, technical and communication skills. Ability to relate across multiple levels and across cultures