Head - Content Operations - IT/BFS

Role and Responsibilities:-

- Deep understanding of content operations. Overseeing all the content deliveries at scale

- Responsible for delivering monthly revenue, build positive retention rate, upsell, cross sell through a - proactive approach

- Manage the team of customer success managers, account managers and all people involved for content delivery process

- Be a Subject Matter Expert in coaching the team to understand the customer expectations and help them achieve their respective goals

- Work with the management team to set the right process for the delivery of services and growth the existing accounts set industry standard benchmark by monitoring performance KPIs on weekly and monthly basis

- Build the strategic approach for upsells, cross sells and maintain the healthy relationship with customers

- Working with the Sales team to onboard and integrate new clients

- Reporting the progress of monthly/quarterly deliveries and initiatives to internal and client teams

- Own the commercial relationship with customers for financial and legal processes including billings, realization and renewals

- Overseeing the daily operations of the delivery team, across different types of clients.

- Ownership of all end-to-end delivery of content related projects.

- Being the primary point of contact for account managers, editors and writers to address any delivery challenges

- Strategically plan the delivery of large scale enterprise projects independently

- Client and vendor onboarding and management skills

- Lead using numbers track performance metrics, drive using analytics, report numbers and use them to take corrective action and plan future

- Use tools to run NPS, CSAT and related surveys to understand and improve customer relationships

- Spotting the early trends of churn/ deviation of customers and building the engagement model through right measures.

- Enhancing the department's and organization's effectiveness by exploring opportunities for process improvement and excellence

- Actively take part in building the product road map as per customer expectations and feedback

The role is evaluated on:

- Ability to drive team by metrics, deliver actual versus targets

- Growth

- Client relationships

- Innovation