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Customer Success Head

2 months ago

Noida, India MyOperator Full time
Company: MyOperator
Location: Noida Sector 2

About Us:
MyOperator is a leading provider in the customer experience space dedicated to transforming how businesses interact with their customers. We are seeking a strategic and visionary Customer Success Team Manager to spearhead our customer success department and drive impactful longterm relationships with our valued clients.

Role Overview:
As the Customer Success Team Manager you will be the strategic leader responsible for overseeing the entire customer success department. Your primary goal will be to design and execute customer success strategies that align with our companys business objectives ensuring exceptional customer satisfaction and retention. You will lead a highperforming team of customer success professionals identify process gaps and implement innovative solutions to enhance the customer journey.

RequirementsKey Responsibilities:

Strategic Development and Execution:

Develop and implement comprehensive customer success strategies that align with MyOperators business goals.
Set clear customer success targets and KPIs establish processes and policies and monitor key metrics to drive team and customer success.
Design and roll out programs that enhance customer experience boost revenue potential and minimize churn.
Team Leadership and Management:

Lead mentor and manage a team of customer success professionals setting performance goals and providing ongoing coaching and feedback.
Conduct performance reviews and implement development plans to ensure team effectiveness and professional growth.
Customer Satisfaction and Retention:

Drive initiatives to maximize customer satisfaction and loyalty through proactive engagement issue resolution and the development of customer loyalty programs.
Analyze customer feedback and data to identify trends and areas for improvement ensuring the team effectively addresses customer needs and concerns.
Operational Excellence:

Identify and address process gaps implementing scalable solutions to improve the customer experience and operational efficiency.
Utilize datadriven insights to track progress towards success goals and inform decisionmaking.
CrossDepartmental Collaboration:

Collaborate with Sales Marketing Product and other departments to ensure alignment with the company s overall strategy and enhance the customer journey.
Share customer insights and feedback to drive product improvements and refine marketing strategies.

Recruitment and Training:

Oversee the hiring process for customer success professionals ensuring the team is equipped to meet revenue goals and customer expectations.
Develop and deliver training programs to enhance team skills and knowledge ensuring high standards of customer support.

Experience: 56 years of experience in customerfacing roles including customer service technical support or sales with a proven track record of managing and leading teams.
Leadership: Demonstrated experience in leading teams setting strategic goals and driving performance metrics.
Technical Proficiency: Strong understanding of technical concepts and the ability to communicate them effectively to both team members and customers.
Communication Skills: Excellent verbal and written communication skills with the ability to engage effectively with customers team members and stakeholders.
Analytical Skills: Proven ability to use data to drive decisions optimize performance and identify areas for improvement.
Strategic Thinking: Ability to develop and implement strategies that align with company goals and enhance customer success.

Why Join Us:
At MyOperator you ll be at the forefront of customer success innovation leading a dynamic team and driving meaningful change. We offer a collaborative work environment opportunities for professional growth and a commitment to your career development.

BenefitsApply Now:
If you re a strategic leader with a passion for customer success and a track record of achieving results we d love to hear from you. Apply today to join our team and make an impact at MyOperator

BYOD

Job Description Data Analysis: Collect, analyze, and interpret data to identify trends, patterns, and areas for improvement within business processes. Market Research: Assist in researching market trends, customer needs, and competitor activities to provide insights for strategic decision-making. Process Improvement: Work with teams to identify inefficiencies and recommend changes to improve operational performance, service delivery, and customer experience. Reporting: Prepare detailed reports, dashboards, and presentations on findings, insights, and recommendations to be shared with senior management and stakeholders. Support Project Management: Assist in coordinating and managing business and technical projects, ensuring timelines and objectives are met. Stakeholder Communication: Liaise with various departments, including IT, Sales, Marketing, and Operations, to gather information and ensure alignment on business goals. Data Visualization: Utilize tools such as Excel, Tableau, or Power BI to visualize data and support strategic decisions.

Education

Btech