We are looking for an Associate Director – Customer Experience. The Customer Experience and Operations Leader serves as a strategic member of our executive team and will lead our Customer Success, Customer Support, and Solution Engineering teams. As part of the leadership team, you will be a part of setting the overall strategy, objectives and tone of the organization.
– Hire, engage and retain A-players for our Customer Success, Customer Support and Solution Engineering teams in order to continue a high-performing culture
– Drive positive customer experiences that create customer surprise and delight; building on insights and the voice of the customer as derived from qualitative and quantitative customer health data
– Oversee and partner with Level 1 & 2 Support Leadership Team in order to ensure customer issues get resolved promptly and with high degree of satisfaction
– Responsible for building out the pre-sales function, engaging the solution engineering team, and elevating our overall implementation program for new clients
– Develop a strategy for pre-sales function through a strong partnership with sales leadership and the sales organization
What we need from you :
– Experience in an executive leadership position, ideally in customer experience or customer operations
– Proven experience creating processes that enable a CX team to scale and deliver tangible business benefit (customer health score & NPS improvements, churn reduction, product improvements)
– Previous experience leading the Customer Support, Customer Success, Implementation and Solutions Engineering business functions
– A sense of passion for the consumer and the product.
– A creative approach to problem-solving.
Location: Bangalore / Gurgaon