Head - Service Delivery & Customer Success (12-15 Yrs) Gurgaon/gurugram (after-sales/customer Service)
6 days ago
Role Overview - As the Head of Customer Service Success you will be the driving force behind ensuring our customers achieve maximum impact with our IoT-powered platform - This is a high-impact leadership role that combines strategic vision operational excellence and customer advocacy You will lead cross-functional teams build lasting client partnerships and ensure that our technology delivers both business ROI and sustainability outcomes - This is an opportunity for a visionary leader who thrives at the intersection of technology customer experience and environmental impact Key Responsibilities - Design and implement a customer success and delivery strategy that drives adoption retention and measurable sustainability impact - Own end-to-end delivery of IoT deployments ensuring seamless execution and consistent value realization - Lead coach and scale a high-performing team of customer success managers engineers and service professionals - Build trusted C-level client partnerships acting as a strategic advisor to ensure alignment with business and environmental objectives - Define and track KPIs impact metrics and customer health scores to monitor success - Collaborate with Product Engineering and Sales teams to ensure a seamless customer journey and continuous innovation - Proactively identify risks in delivery or adoption and develop mitigation strategies - Act as a mission ambassador ensuring that every customer engagement reinforces our purpose of water conservation and sustainability Qualifications Education - Bachelor s degree in Mechanical Engineering Professional Experience - Minimum 12 years of experience in Customer Success Delivery or Program Management in Water Management Companies with strong Technology inclination - At least 5 years in senior leadership roles managing cross-functional and geographically dispersed teams - Proven success in driving customer adoption retention and operational transformation - Strong track record of scaling delivery operations and achieving measurable customer and business impact Skills Certifications - Proficiency in customer success platforms e g Salesforce Gainsight Totango - Strong business and financial acumen with the ability to link operational excellence to ROI and sustainability outcomes - Certifications such as PMP PRINCE2 Agile Scrum or Customer Success Leadership are a plus - Exceptional communication influencing and executive presence ref updazz com
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