Associate Director – Customer Success (5-10 yrs)

Job Description:

– Champion and drive customer-centricity by leading the Post Sales efforts

– Ensure adherence to Q&Q standards and drive NPS.

– Provide superior customer service, placing heavy importance on brand experience and customer engagement and satisfaction.

– Serve as the brand ambassador, developing and nurturing strong relationships with stakeholders both external as well as internal.

– Understand the Customer Pulse and share insights with the Sales Team to drive strategic conversations

– Drive growth and experience through product and experience on the platform

– Constant understanding and feedback to engineering team to drive enhancements on the product

In Customer Success a typical month will include:

– Promoting customer satisfaction, loyalty, and advocacy by understanding customer’s unique (and evolving) needs and delivering value.

– Interfacing with the client with ready-information and updates on the status of the deliverables.

– Proactively solving the customer’s challenges through new ideas, tools, and mechanisms.

– Interacting, communicating, and partnering with other teams such as Sales & Marketing, Logistics, and Channel – Management teams for the flawless execution of projects.

– Aligning with cross-functional SPOCs to manage the set of deliverables on time and with zero-tolerance for quality.

– Driving important org-wide & team metrics, ensuring quality adherence, thereby championing customer centricity.