Embibe - Head - Customer Success & Delivery

Role: Head of Customer Success & Delivery

Location: Bangalore

Experience: 12-15 Years

Job Description:

- Responsible for ensuring customer success and delight for across the clientele

- Would be responsible to manage a team comprising Delivery/Support and Engagement

- Lead and Manage the Customer Success Vision from strategic/operational perspective

- Develop best practices and state of the art processes for customer lifecycle management

- Drive operational excellence in the areas of on-boarding, adoption, renewal, up-sell, and churn reduction

- Design, monitor and improve processes to track academic execution of the program across schools

- Proactively innovate on the current delivery models to bring cost and process efficiency considering client requirements as appropriate

- Work effectively with internal stakeholders (Product and Sales teams) to identify product insights, opportunities for ensuring customer delight

- Develops strong customer relationship and executive stakeholder management

- Lead, Develop & Mentor a high performing team and culture of customer delight

- Identify market trends, insights and provide thought leadership internally/externally

- Develop and Monitor success metrics for organizing & measuring performance

- Ensure resolution of all customer issues and acts as point of contact for escalations for both internal/external stakeholders as and when needed

- Work closely with Solution Engineering teams to help resolve customer issues as per the SLAs.

- Optimize & manage overall team strength to achieve financial goals while maintaining quality & customer experience

Key Requirements:

- 12-15 years experience in leading customer-facing organizations SaaS preferred.

- Experience in managing large delivery projects PAN India

- Experience in handling a team of 100+ with at least 25 direct reportees

- Should have managed revenues of 100 Crores+

- Strong empathy for customers AND passion for revenue and growth

- Analytical and process-oriented mindset

- Demonstrated desire for continuous learning and improvement

- Enthusiastic and creative leader with the ability to inspire others

- Excellent communication and presentation skills

- Master's degree in management or Program Management Certification like PMP/Prince2