Principal Customer Advocate

2 weeks ago


Mumbai, Maharashtra, India beBeeCustomerSuccess Full time ₹ 1,80,00,000 - ₹ 2,50,00,000
Customer Success Director – Data Centre Operations

In this pivotal role, you will be the linchpin in delivering exceptional customer experiences, fostering long-term relationships, and driving business growth.


Key Responsibilities:
  • Client Relationship Management:
    • Act as a trusted advisor for hyperscale clients, providing seamless engagement across all touchpoints, ensuring consistency, personalization, and positive outcomes.
    • Develop and maintain strong partnerships with senior client stakeholders, based on mutual trust and respect.
  • Customer Experience Lifecycle Management:
    • Oversight of the end-to-end customer journey from onboarding to operations, handover, and beyond, ensuring timely delivery and post-handover support.
    • Drive design changes aligned with client needs, promoting flexibility and operational excellence.
    • Monitor, analyze, and resolve Root Cause Analysis (RCA) cases, maintaining transparency and communication with customers.
  • Crisis & Escalation Management:
    • Lead crisis management and escalations with urgency and transparency, minimizing impact on clients.
    • Collaborate with internal teams to implement corrective actions, prevent recurrences, and ensure client satisfaction.
  • Customer Retention & Loyalty:
    • Design and execute client engagement strategies to enhance satisfaction, retention, and lifetime value.
    • Drive post-sales loyalty programs, customer advocacy initiatives, and operational excellence to strengthen brand reputation.
    • Implement structured feedback mechanisms to continuously improve services.
  • Strategic Insights & Growth:
    • Provide actionable insights to influence product/service improvements and future data centre design strategies.
Qualifications:
  • A minimum 8–12 years of experience in Customer Success / Client Engagement / Service Delivery, preferably in Data Centre Operations / Cloud / Hyperscale Infrastructure.
  • Strong expertise in customer lifecycle management, escalations, and crisis handling in mission-critical environments.


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