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Senior Customer Success Director
3 weeks ago
Job Overview:
We are seeking an experienced Senior Customer Success Director to join our team. This is a pivotal role where you will be responsible for leading and mentoring a high-performing team of customer-facing professionals, ensuring exceptional customer experience and satisfaction.
About the Role:
This role requires a strong background in customer service and leadership, with excellent communication, problem-solving, and interpersonal skills. You will work closely with cross-functional teams to ensure seamless customer interactions, drive process improvements, and identify trends to inform product and service enhancements.
Key Responsibilities:
- Customer Relationship Management:
- Build and maintain strong relationships with key customer accounts.
- Understand unique customer needs and challenges, providing tailored solutions.
- Act as primary point of contact for customer escalations and issue resolution.
- Monitor or review calls/correspondence between representatives and customers.
- Prepare monthly reports summarizing assigned customer service team's performance.
Required Skills and Qualifications:
- Bachelor's degree in a relevant field (Business, IT, etc.).
- Proven experience in customer-facing roles.
- Strong leadership and management skills.
- Excellent communication, problem-solving, and interpersonal skills.
- Able to adapt to changing priorities and thrive in fast-paced environments.
- Customer-centric mindset and passion for ensuring customer success.
- Hands-on experience in Agile and Scrum methodologies.
Industry Type: IT Services & Consulting
Department: Customer Success, Service & Operations
Employment Type: Full-time, Permanent
Role Category: Customer Success
Education:
UG: Any Graduate
PG: Any Postgraduate