Visionary Customer Experience Director

2 days ago

Cochin, Kerala, India beBeeCustomerSuccess Full time ₹ 1,20,00,000 - ₹ 2,00,00,000
Key Role Overview

The Head of Customer Success will be responsible for owning the post-sales customer journey, ensuring smooth execution of orders and providing timely updates to customers. This role bridges sales, logistics, and operations to guarantee that the customer is always at the forefront.

Role Responsibilities:
  • Act as the primary point of contact for customers post-sale, understanding their specific requirements and ensuring accurate internal communication.
  • Coordinate closely with logistics, documentation, and finance teams to resolve customer queries and issues promptly.
  • Share regular shipment updates, delivery timelines, and documentation status with customers, proactively informing them of any delays or deviations with timely resolutions.
  • Work 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.
  • Champion customer satisfaction by anticipating needs and providing proactive support, conducting post-delivery follow-ups to gather feedback and identify areas of improvement.
  • Design and implement scalable processes to enhance the customer experience, creating SOPs and customer playbooks for internal teams to ensure consistent support.
  • Ensure timely and accurate documentation (invoices, B/Ls, COAs, etc.) is shared with customers, collaborating with compliance teams to meet export/import regulations as needed.
  • Take ownership of complaints or escalations, ensuring quick and satisfactory resolution, maintaining logs of recurring issues to identify trends and collaborate on root-cause solutions.
Customer Satisfaction Expertise Required
  • Strong analytical skills to analyze customer data and identify patterns and trends.
  • Excellent problem-solving skills to resolve complex customer issues efficiently.
  • Ability to communicate effectively with various stakeholders, including customers, sales teams, and logistics personnel.
  • Results-driven approach to drive customer satisfaction metrics and improve overall business performance.
  • Flexibility and adaptability to thrive in a fast-paced environment with changing priorities and deadlines.
Benefits and Opportunities

Join our team to become a part of a highly ambitious organization with a clear vision to revolutionize the chemical industry. With a strong focus on innovation and customer-centricity, we offer opportunities for growth and development in a dynamic and collaborative work environment.

Collaborate with our experienced professionals who have extensive backgrounds in startups and multinational companies. Work alongside talented individuals from top-tier institutions like IITs, IIMs, and NITs. Our team consists of A-players and rockstars who push boundaries to deliver outstanding results.

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