Director of Customer Excellence

1 week ago

Bengaluru, Karnataka, India beBeeCustomerSuccess Full time ₹ 60,00,000 - ₹ 1,24,65,000
Customer Success Strategist Role

About the Role:

  • We are seeking an experienced professional to oversee the entire customer journey from post-sales onwards.
  • This involves coordinating with various teams for seamless order execution and timely updates to our customers.
  • As the primary point of contact, you will be responsible for understanding customer-specific requirements and ensuring accurate internal communication.
  • You will work closely with logistics, documentation, and finance teams to resolve customer queries and issues promptly.
  • Key responsibilities include sharing regular shipment updates, delivery timelines, and documentation status with customers and proactively informing them of any delays or deviations with timely resolutions.
  • Additionally, you will collaborate cross-functionally with Sales, Operations, and Supply Chain teams to align on customer expectations and deliverables, ensuring customer priorities are reflected in internal decision-making and processes.
  • You will champion customer satisfaction by anticipating needs and providing proactive support, conducting post-delivery follow-ups to gather feedback and identify areas of improvement.
  • This role also involves designing and implementing scalable processes to enhance the customer experience, creating SOPs and customer playbooks for internal teams to ensure consistent support.
  • Timely and accurate documentation (invoices, B/Ls, COAs, etc.) will be shared with customers, and collaboration with compliance teams will be necessary to meet export/import regulations as needed.
  • Finally, you will take ownership of complaints or escalations, ensuring quick and satisfactory resolution, and maintaining logs of recurring issues to identify trends and collaborate on root-cause solutions.

About You:

  • A proven track record of delivering exceptional customer experiences across multiple touchpoints.
  • Excellent communication and interpersonal skills, with the ability to effectively coordinate with various stakeholders.
  • Strong analytical and problem-solving skills, with the ability to identify and address customer pain points.
  • The ability to work independently and collaboratively as part of a high-performing team.
  • Experience with process improvements and implementation of best practices to drive business growth.

What We Offer:

  • A dynamic and supportive work environment that fosters continuous learning and growth.
  • A competitive compensation package and comprehensive benefits program.
  • The opportunity to make a meaningful impact on our customers' lives and contribute to the company's success.

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