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Director/Assistant Vice President

3 months ago

Bangalore, Karnataka, India Blanket Technologies Full time

Job Overview :

We are seeking a highly motivated and experienced Director of Customer Implementation and Support to lead our customer implementation and support team. The Director will be responsible for overseeing the successful implementation of our products/services and ensuring that our customers receive the highest level of support throughout their journey with our Responsibilities :


- Lead and manage the customer implementation and support team, including hiring, training, coaching, and mentoring team members to ensure high performance and achievement of department goals.


- Develop and implement customer onboarding processes, procedures, and tools to ensure that customers have a seamless and successful implementation experience.


- Serve as the primary point of contact for escalated customer issues and work with cross-functional teams to resolve customer concerns and issues in a timely and effective manner.


- Develop and maintain strong relationships with customer success teams and customers directly, working collaboratively with them to understand their needs and proactively address any concerns or issues.


- Identify opportunities to improve customer experience and work with the product development team to develop and implement solutions that meet customer needs.


- Monitor and report on key performance metrics related to customer implementation and support, including customer satisfaction, retention rates, and service level agreements (SLAs).


- Stay up to date on industry trends and best practices related to customer implementation and support and incorporate these into department processes and procedures.


Qualifications :


- Bachelor's degree in engineering.


- 7+ years of experience in customer implementation and support, with at least 3 years in a leadership role.


- Proven ability to manage and motivate teams, set priorities, and meet deadlines.


- Excellent interpersonal, communication, and problem-solving skills.


- Strong understanding of customer relationship management principles and practices.


- Experience with customer support software like Zendesk, Freshdesk etc.


- Demonstrated ability to work effectively with cross-functional teams.


- Strong analytical skills and ability to use data to inform decision-making.


- Passion for delivering exceptional customer experiences.


- Comfortable with overlap with some portion of the US office hours.


Notice : Immediate to 30 days max.


(ref:hirist.tech)