Cleartax – Director – Customer Excellence (6-12 yrs)

Mission for Director – Customer Excellence

Over the next 2 years, help drive excellence and innovation across the end-to-end Enterprise customer lifecycle at ClearTax with the objectives of significantly improving Value Delivery, Time to Value and bringing down cost of servicing customers.


– In the next 3-9 months, reduce Time to Value for new Enterprise Customers to <30 days across all product families

– Improve onboarding time taken to less than 15 days (Sales Handover, Account Setup and Product training for clients)

– Push for self serve on boarding for low value/ large volume clients with deal value <1 L

– Automate the entire onboarding journey for On boarding agents in Cleartax.

– Significantly improve TAT and quality of Integrations for new clients

– In the next 12 months, develop and rollout a playbook for new customers to realize at least 10X value/ ROI for the tool investment

– Work closely with product team to identify levers for delivering impact to new clients across product families (GST, Max ITC, Einvoicing, ID etc)

– Build a playbook and work with Customer Operations team to deliver value to clients within specified timeframe

– Setup the product and process infrastructure to communicate the impact/ value delivered to clients

– Improve Customer NPS for product from X – Y which results in much better overall NRR

– Significantly improve cost of servicing customers (xx% reduction over baseline) through automation and customer-back process improvements

– Work closely with product team to identify areas of automating entire customer touch points which both improve efficiency and deliver better customer experience

– Reduce need for customer support by making product self serve and working with product to systematically eliminate customer pain points

– Build a team of 2-3 Customer Excellence Specialists within Cleartax.

ClearTax is Fintech company & provides cloud-based products for GST, e-Invoicing, e-Waybill, income tax, investments and tax deductions for enterprises, MSMEs, tax experts and tax-payers.

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