Chief Customer Advocate

2 days ago

Vellore, Tamil Nadu, India beBeeClient Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Director of Client Success

The Director of Client Success plays a pivotal role in leading the client success team, ensuring the delivery of exceptional services to clients. Key responsibilities include strategic planning, brand positioning, client relationship management, performance analysis, resource allocation, financial management, and team leadership.

Key Responsibilities:

  1. Develop and communicate annual operating plans (AOPs) based on client briefs, adapting them to changes in client needs or digital platform policies.
  2. Lead client pitching processes by generating innovative concepts in collaboration with internal teams.
  3. Provide strategic inputs to competitor analysis, identifying opportunities for process improvements and new business avenues.
  4. Analyze business-as-usual (BAU) operations to identify opportunities for experimentation and innovation.
  5. Create compelling case studies and success stories that highlight the achievements and impact of the branch/cluster's work.
  6. Define brand positioning strategies that distinguish clients from competitors and resonate with target audiences.
  7. Review and vet client briefs, ensuring alignment with execution plans and strategies.
  8. Develop and maintain strong, trusting relationships with clients, ensuring client renewals and upsells.
  9. Conduct regular meetings with clients to understand strategic growth plans and identify upsell opportunities.
  10. Establish clear benchmarks and review timelines to ensure client satisfaction.
  11. Follow up on overdue payments, acting as a point of contact for high-priority escalations.
  12. Evaluate marketing success through social media reports, identifying improvement areas and demonstrating value to stakeholders.
  13. Update resource planning quarterly and ensure timely contract renewals, addressing obstacles proactively.
  14. Maintain monthly client P&Ls, ensuring billing targets are met.
  15. Conduct monthly team meetings, provide feedback, and mentor teams for proactive problem-solving.
  16. Hire capable independent resources that can understand, communicate, and execute client briefs accurately.

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