Chat360 - Vice President - Customer Success

Vice President of Customer Success

About Chat360:

Chat360 is a technology startup, backed by a $150M group, that offers a Generative AI-powered customer engagement platform for enterprises across geographies. We work with 300+ Global Brand Leaders to consultatively leverage the latest AI technology to help generate more leads, enhance customer retention, and automate customer support and marketing initiatives through platforms like WhatsApp, Facebook, Google, etc.

We have successfully processed over 100 million chats and positively impacted 10+ industries. The founding team consists of alumni from the London Business School and IIT.

Position Overview:

- The Vice President of Customer Success will oversee and direct all aspects of the customer Success operations.

- This role is responsible for developing and implementing strategies to improve customer satisfaction, retention, and loyalty, while leading a high-performing customer Success team.

- The VP of Customer Success will collaborate with other senior leaders to ensure a customer-centric approach is embedded throughout the organisation.

Responsibilities:

1. Strategic Leadership:

- Develop and execute the customer Success strategy to enhance customer satisfaction and loyalty.

- Align customer Success objectives with the company's business goals and objectives.

- Monitor and analyse customer Success performance metrics to identify areas for improvement.

2. Team Management:

- Lead, mentor, and develop a team of customer Success professionals, including managers and representatives.

- Foster a culture of continuous improvement, accountability, and excellence within the team.

- Ensure the team is adequately trained and equipped to provide exceptional customer Success.

3. Customer Experience Enhancement:

- Identify and implement innovative solutions to improve the customer experience across all touchpoints.

- Develop and refine customer Success policies, procedures, and standards.

- Handle escalated customer issues and ensure timely and effective resolution.

4. Collaboration and Communication:

- Work closely with other departments (e.g., Sales, Marketing, Product Development) to ensure a cohesive approach to customer satisfaction.

- Communicate customer feedback and insights to relevant stakeholders to drive product and Success improvements.

- Represent the voice of the customer in strategic planning and decision-making processes.

5. Performance Management:

- Establish and track key performance indicators (KPIs) for the customer Success department.

- Regularly report on customer Success performance to senior leadership.

- Implement corrective actions as necessary to address performance gaps.

6. Technology and Tools:

- Oversee the selection and implementation of customer Success technologies and tools.

- Ensure systems and processes are optimised for efficiency and effectiveness.

- Stay informed about industry trends and best practices in customer Success.

Qualifications:

- Master's degree in Business Administration, Management, or a related field; MBA preferred.

- Minimum of 3 years of experience in customer Success management, with at least 5 years in a senior leadership role.

- Proven track record of developing and implementing successful customer Success strategies.

- Strong leadership and team-building skills.

- Excellent communication and interpersonal skills.

- Ability to analyse and interpret data to drive decision-making.

- Experience with customer Success software and CRM systems.

Skills and Competencies:

- Strategic thinking and problem-solving abilities.

- High level of emotional intelligence and customer empathy.

- Strong organisational and project management skills.

- Ability to work collaboratively across functions and levels within the organisation.

- Proficiency in data analysis and performance metrics.

- Adaptability and ability to thrive in a fast-paced, dynamic environment.

Compensation Range : Upto 18,00,000.per year ( Depends Upon the Interview, Skill sets, Years of Experience & Candidate)

SUMANEL TECHNOLOGY VENTURES PVT. LTD. (CHAT360)