Chief Customer Growth Officer

4 days ago

Mohali, Punjab, India beBeeCustomerSuccess Full time US$ 12,00,000 - US$ 14,00,000
Lead Visionary for Customer Success

We are seeking a strategic leader to spearhead the development and growth of our customer success department from inception.

Main Responsibilities
  • Function Design & Setup:
    • Create a scalable framework for the customer success/service function.
    • Develop operational procedures, engagement protocols, and training programs.
    • Implement systems and tools that adapt to business expansion.
  • Customer Experience & Performance Metrics:
    • Establish and track key performance indicators (KPIs) for NPS, CSAT, churn, and retention.
    • Design and manage dashboards to report customer health to stakeholders.
    • Analyze trends to identify opportunities for enhancing the customer journey.
  • Process & Script Development:
    • Design scripts for inbound/outbound customer interactions.
    • Build escalation procedures and quality assurance processes.
    • Establish service level agreements (SLAs) for response times, resolution timelines, and follow-ups.
  • Team Building & Leadership:
    • Hire, train, and lead a high-performing customer success team.
    • Define KPIs and accountability frameworks for customer success managers, coordinators, and support staff.
    • Foster a high-performance, customer-centric culture.
  • Cross-Functional Collaboration:
    • Collaborate with Sales, Operations, and Finance to ensure seamless handoffs and unified customer experience.
    • Serve as the 'voice of the customer' to influence product, process, and strategic decisions.
    • Identify recurring issues and work with internal teams to drive root-cause resolutions.

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