Mandatory Ask: - 10-18 years overall work experience with 8+ years' experience in customer service / experience in continuous performance management, strategy, tactical management, empathetic design & cross functional collaboration Position Overview: - Seeking experienced Senior Leaders to drive strategy, tactics and execution - building a performance-oriented team that successfully balances productivity with customer experience. - The Director of Customer Success will be responsible for overseeing all inputs and outcomes for customer success. - They will be responsible for delightful customer experiences. - The successful candidate will demonstrate empathy as a primary character trait, followed by the ability to build a strategic and tactical model for top decile performance against market benchmarks. - They will do this by building annual plans, managed by quarterly pivots and monthly/weekly performance management. - Within these plans will be clear output goals (key performance indicators) and clear input goals (performance management, new program launches, and product/feature improvements). Key Responsibilities: - Empathetic Design: Bring empathy to every customer service interaction or stakeholder interaction and drive your team to as well. - Strategic Direction: Build an annual plan that clearly defines what you and your team will accomplish in that year to drive the defined goals set collaboratively with CS leadership. - Tactical Management: Run regular cadences to drive alignment across the Organisation and drive outputs on your team to ensure that the strategic direction is achieved - in the form of Quarterly, Monthly, and Weekly business reviews (QBR, MBR, WBR). Pivot as needed and ensure that the right stakeholders are aligned to those pivots. - Continuous Performance Management: Providing coaching, guidance, and support to each of your team members - including skip levels - to drive employee engagement, performance, and development. Build the right mechanisms to be able to track, promote or perform out, as appropriate. - Cross-Functional Collaboration: Collaborate with cross-functional teams, including sales, marketing, product, operations, technology, and others, to ensure alignment and integration of Customer Success to overall business objectives. Required Qualifications: - Native fluency in English. - Proven ability to analyze data, identify trends, and make data-driven decisions. - Demonstrated experience in strategic planning, process improvement, and performance management. - 10 Years of experience in product management, program management, or customer service. At least 3 years of experience in customer service. - Consistent growth - within role - in any of the domains above. With glowing references from previous leaders, peers and reports. - Excellent communication, interpersonal, and collaboration skills, with the ability to build relationships and influence stakeholders at all levels of the organization. - Ability to accept constant and high paced growth and change with steadiness and constancy. - Bachelor's/Master's degree.

Hyderabad

Director - Customer Success/Customer Delight - B2C Segment - Innovative Technology Center 

Job Description for Director - Customer Success/Customer Delight - B2C Segment - Innovative Technology Center  in Innoquest Consulting in  Hyderabad for (10-18) years of experience. Apply Now!