Associate Director Customer Success
3 days ago
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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