Chief Customer Success Strategist

1 week ago

Chennai, Tamil Nadu, India beBeeDelivery Full time ₹ 18,00,000 - ₹ 24,00,000
Account Delivery Director

The Account Delivery Director plays a pivotal role in driving and enhancing delivery for key growth accounts. This entails providing innovative solutions through automation and next-generation technologies, ensuring the right talent supply chain to boost customer satisfaction, and leading organic growth.

Key Responsibilities:
  • Evaluate and ensure seamless delivery of projects in a Key Growth Account
  • Drive and deploy account project delivery structure by assessing budget, costs, risks, and staffing requirements
  • Monitor and take appropriate actions on internal and external audit findings to guarantee no major non-compliance or deviation from SLAs
  • Ensure adherence to program/project charter in terms of schedule, quality, efforts, and cost
  • Drive account health across projects by conducting periodic reviews with the quality team to take proactive measures to resolve issues and possible escalations
Clients Relationship Management:
  • Foster strong relationships with clients to identify opportunities to deploy multiple solutions within/ across SLs to create a stronger value proposition for clients and enhance share of business
  • Conduct regular customer connects, meetings, visits, video-conferences, and Management Review Meetings (MRM) with client management engagement managers to understand customer's current and future needs and seek feedback to improve delivery methodology, timelines, and resource allocation
Delivery Governance Across Accounts/Projects:
  • Analyze MIS and reports to monitor and track overall project/account delivery management
  • Conduct periodic reviews with the team (DMs, PMs) on operational, quality, and fulfillment parameters and new idea generation and its implementation on existing projects
Enable Revenue Growth of an Account Within a Vertical:
  • Identify opportunities for deployment of new technology, growth solutions, and services in the account by leveraging SL practices and other capabilities for client solutioning
  • Engage with existing customers to identify new business opportunities and increase the existing portfolio for an account by providing relevant solutions to increase delivery-driven revenue
Operational Excellence, Automation Focus, Innovation Focus:
  • Promote automation charter and related initiatives in an account
  • Develop, drive, and deploy automation-led solutions and service improvements to deliver value-added services to customers, thereby driving customers' businesses forward
  • Implement next-generation hyper-automation and crowdsourcing initiatives in coordination with HOLMES RO team to enhance productivity, quality, and speed of delivery
Capability Development and Talent Pipeline Creation:
  • Lead quarterly demand forecasting and resource planning aligned to requirements of the account/projects
  • Create and deploy a workplan to fulfill the required demand from all the talent channels, including external, lateral, contractors, etc., hiring in coordination with WMG, CWMG, and Talent Acquisition team

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