Chief Customer Officer

3 weeks ago

Noida Uttar Pradesh, India Sinch Full time

**Job Overview**:
At Sinch we “Dream Big”, “Win Together”, “Keep it simple”, and “Make it Happen”. These values are our foundation
**Role Overview**:
We are seeking an experienced and customer-obsessed Chief Customer Officer (CCO) to join our executive team at Sinch India. The CCO will be the custodian of all customer initiatives and drive our customer-centric strategy across the organization. This role is critical in ensuring customer success, fostering innovation, and driving sustainable growth. We’re looking for a business leader and true stakeholder partner to lend leadership to the function and own Expansion & Growth with High NPS.
**Key Responsibilities**:
1. Customer Success Motion to Unify Customer Experience
- Spearhead customer success strategies to drive growth
- Institutionalize Monthly / Quarterly Success & Roadmap reviews with customers to deliver depth of engagement.
- Develop and implement programs to increase expansion ratios and solution breadth
- Work closely with sales and product teams on upsell and cross-sell opportunities
- Unify Customer Experience across functions and internally create required collaboration and cadences to execute
- Be the bridge function for customer feedback to improve products
- Build & Execute Account Plans to drive Revenue Expansion Ratio and Solution Penetration.
2. Partner Success Motion to Create Depth with Technology Partners
- Build and nurture strategic CX Tech ISV partnerships to complete their offering as well as co-create new outcomes.
- Build an indirect consumption channel through partnerships
- Institutionalize Monthly / Success & Roadmap reviews to deliver deeper integration.
- Build joint go-to-market motion & cadence for embedded consumption
3. Customer Support as Experience Enabler
- Oversee the customer support organization to ensure high-quality, responsive service
- Implement best practices and technologies to enhance support efficiency
- Regularly review and improve support processes based on customer feedback
- Institutionalize Customer Satisfaction (CSAT) scores
4. Program Management for Customer Charters
- Strengthen program management capability & cadence for key customer projects
- Ensure timely and high-quality delivery of ongoing customer projects
- Implement robust tracking and reporting mechanisms for customer charters
- Institutionalize Delivery Excellence metrics
5. Digital Sales Development
- Incubate and grow digital sales team for building a low touch customer motion
- Develop team to create onboarding & adoption of DIY self-sign-up customer segment
- Work with product and engineering teams to enhance self-service capabilities
- Measure Self-serve DIY business growth
6. Executive Leadership
- Serve as a key member of the executive team, contributing to overall business strategy
- Represent the voice of the customer in all strategic discussions
- Collaborate closely with other C-level executives to align customer initiatives with company goals
**Eligibility Criteria**:

- 20+ years of experience in customer-facing leadership roles, preferably in the technology industry, preferably with CX / CRM / CPaaS companies.
- Proven track record of driving customer success and revenue growth in tier 1 enterprise market segments
- Strong understanding of cloud, SaaS, and mobile engagement technologies
- Experience in building and managing strategic partnerships
- Experience in building the rhythm of business and executing collaborative cadence with stakeholders inside and externally.
- Excellent leadership, communication, and interpersonal skills
- MBA or equivalent advanced degree preferred
If you are passionate about customer experience and success and have the vision to drive transformational change in how we serve and delight our customers, we want to hear from you. Join us in shaping the future of customer engagement at Sinch India.
Being you at Sinch
We're a worldwide group of people, committed to diversity. We're working to offer an increasingly inclusive workplace wherever you are. No matter who you are, you'll be able to explore new career and growth options - sharing your voice, building your path and making it happen with us.
We’re proud to be an equal opportunity employer, and all qualified applicants will be considered to join our team regardless of race, colour, religion, gender identity or expression, sexual orientation, pregnancy, disability, age, veteran status, and more.
Your life at Sinch
Being a Sincher is all about learning and being in pursuit of new challenges. Working in the offices, at home, or in a hybrid model, that means celebrating change and the unknown, rolling up your sleeves and seeing what impact you can have on the world. The only way is up, and you’ll be reaching for the opportunities that match where you want to take your career. It’s closer than you think.
Our expert teams are built from some of the most experienced in the industry. We employ people from all over the world, fro

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