Director - Customer Success

1 week ago

Bengaluru, Karnataka, India Anakin (YC S21) Full time ₹ 8,00,000 - ₹ 20,00,000 per year

The opportunity:

Overview: As a CX Leader, you will be responsible for the end-to-end management of client projects that focus on improving client interactions and solution delivery. This role requires collaboration with cross-functional teams to ensure timely, efficient, and client-centric project outcomes. You will oversee the planning, execution, and monitoring of initiatives designed to enhance customer satisfaction and loyalty, while ensuring alignment with business goals.

Responsibilities:

  1. Project Management
    : Lead and manage multiple customer experience projects from initiation to completion, ensuring they are delivered on time, within scope, and on budget.
  2. Stakeholder Management
    : Liaise with internal and external stakeholders, including customers, business units, and third-party vendors, to gather requirements, align on goals, and ensure effective communication throughout the client lifecycle.
  3. Customer-Centric Approach
    : Ensure all initiatives are designed with the customer in mind, creating solutions that enhance the overall customer experience and address customer pain points.
  4. Risk & Issue Management
    : Proactively identify potential risks and issues related to accounts, and develop mitigation strategies to address them, ensuring minimal impact on project delivery, customer satisfaction, and revenue losses.
  5. Reporting & Analytics
    : Track project performance, progress report, and provide regular updates to leadership on key milestones, challenges, and successes.
  6. Customer Retention:
    Ensuring no revenue loss and generating additional revenue through the successful handling of change requests and upgrades.

Qualifications & Skills:

  • Experience
    : 12+ years of experience in project or delivery management, preferably in a client experience or client-facing environment.
  • Leadership
    : Strong leadership skills with a proven ability to manage a team of 5-7 members and influence stakeholders at all levels.
  • Client-Centric Mindset
    : Passion for delivering exceptional customer experiences and an understanding of customer journeys.
  • Technical Proficiency
    : SQL & Advanced Excel proficiency. If not hands-on, the individual is expected to learn during the onboarding process.
  • Problem-Solving
    : Strong analytical and problem-solving skills, with the ability to manage complex issues and provide innovative solutions.
  • Adaptability
    : Comfortable working in a fast-paced, dynamic environment and adaptable to changing priorities.

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