Delivery Excellence Associate

7 days ago


Pune, Maharashtra, India iFocal Solutions Pvt Ltd Full time

iFocal Solutions Pvt Ltd is a trailblazer organization in the EdTech space, empowering large IT services organizations with innovative learning experience platforms and end-to-end learning solutions. We are committed to delivering exceptional learning solutions and consultative thought partnership to our customers through our dedicated team of Customer Success Managers.

About the Role:

We are seeking a seasoned professional with a strong background in customer service management to oversee our CLIENT team. This role involves ensuring the highest level of customer satisfaction and driving the strategic vision for customer service excellence across our organization.

Key Responsibilities:

  • Lead and manage the Customer Success Management 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 CSM team to ensure professional development and effectiveness.
  • Monitor industry trends and best practices to keep our customer service approach competitive and relevant.

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.

What We Offer:

  • Competitive salary.
  • A collaborative and innovative work environment.
  • Opportunities for professional growth and development.
  • The chance to make a meaningful impact in the EdTech sector.

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