Director, Customer Success
20 hours ago
ModMed is hiring an experienced Director, Customer Success to lead the acceleration of our India Customer Success team. Oversee all key areas, including Support, Professional Services, Customer Success, and Operations. This role requires a strategic leader who can scale our operations, hold teams accountable to key metrics, and directly influence ModMed's overall Customer Success strategy in India.
Duties/responsibilities
- List the primary duties/responsibilities in order of importance (from most to least)
- Include the percentage of time spent or required for each activity
- For each primary duty or responsibility, describe how it is accomplished
- List the duties that account for more than 5 percent of time or are critical to the successful performance of the job
- The duties and responsibilities should clearly describe why the job is different from other jobs in the same family in terms of the complexity of the work performed or the character of the work
- As a member of the Customer Success Leadership Team, ensure all policies, KPI's, SOP's etc. are aligned/match across offices.
- Manage all Customer Success team staff activities, onboarding, internal training, hiring, KPI/metrics, CSAT, etc. (Professional Services, Customer Success Coordinators, Project Coordinators, Customer Education, Operations)
- Drive communication and alignment amongst the teams - internal India and Global Customer Success.
- Develop and deploy the overall 3 year CS India Organization, Strategy, Needs and Budget.
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