AVP - Customer Success Specialist - Financial Service Firm

We have an exciting opportunity for a leading Financial service sector.

PFB JD for the role :

Managerial Responsibilities :

This role demands passion for the customer, great technical depth, principle thinking, well-honed product judgment, a stubborn refusal to settle, bold innovation, a high design bar and a mentality of starting with the customer first and working backwards

Functional Responsibilities :

- Closely with relationships business & support teams to identify the people, process, and technology capabilities required to deliver desired customer experiences in market, and then plan for the implementation of those experiences

- Work with business & product teams to understand customer segments and develop "treatments", based on insight into customer behaviors and propensities.

- Translate treatments into business rules that define how each type of interaction should be handled for each customer segment

- Drive cross-functional team to set qualitative objectives and quantitative goals on customer service and experience

- Spearhead projects and help build process & products experiences that let customers experience WOW at every touch point and help business team to build trust and relationship to do more with same customer

- Gathering data through customer research & VOC using a variety of tools and approaches on which we can act, and suggesting solutions, not just pointing out problems

- Drive definition of and execution against product go-to-market plan, including phasing and

- Monitor and measure launched products and feed learning's back into product development process

- Work on development of services and solutions that enhance the digital customer experience

- Track competition, there customer preferences and behaviors and present in a structured format for business with critical feedback and solutions

Team Silverpeople