Associate Director Customer Success

3 days ago


Pune, Maharashtra, India iFocal Solutions Pvt Ltd Full time

Key Responsibilities

  • Lead and manage the Customer Success Management Business Unit (BU), fostering a culture of collaboration and high performance.
  • Develop and implement strategies to enhance customer engagement and satisfaction.
  • Act as the primary point of contact for key clients, building strong relationships to understand their needs and challenges.
  • Analyze customer feedback and service metrics to identify areas for improvement and innovation.
  • Collaborate with cross-functional teams to align customer service initiatives with company goals.
  • Provide training, mentorship, and support to the Customer Success Management (CSM) team to ensure professional development and effectiveness.
  • Monitor industry trends and best practices to keep the customer service approach competitive and relevant.
  • Build strong stakeholder relationships and engage in cross-selling our learning services.

Qualifications

  • Bachelor's degree in Business, Management, or a related field.
  • Proven experience in customer service management, preferably in the EdTech or IT services sector.
  • Strong leadership skills with the ability to inspire and motivate a diverse team.
  • Excellent communication and interpersonal skills, with a customer-centric mindset.
  • Analytical thinking with the ability to use data to drive decisions.
  • Familiarity with customer service software and CRM tools.
  • Good communication skills in both English and Tamil are required for this Chennai-based position.


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