Head - Customer Success - eCommerce

- Responsible for ensuring customer success and delight for Pan India

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

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

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

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

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

- Develop and Monitor success metrics for oraginisng & 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.