Head - Customer Success - NBFC

Client Details : This opportunity is with one of the leading Non Banking Financial Companies in the Indian Market.

Description :

Customer Success Strategy and Planning :

- Develop and implement a comprehensive customer success strategy aligned with the company's goals and objectives.

- Define clear customer success metrics, KPIs, and performance targets to track team and individual success.

Team Leadership and Management :

- Lead, mentor, and manage the customer success team, providing guidance and support in handling customer relationships and driving success.

- Set performance goals, conduct regular performance evaluations, and identify opportunities for skill development and training.

Customer Relationship Management :

- Build and maintain strong relationships with key customers, acting as a trusted advisor and advocate for their needs and requirements.

- Conduct regular meetings with key clients to understand their financial needs, identify growth opportunities, and address concerns.

Retention and Expansion :

- Collaborate with the sales and product teams to drive customer retention and expansion strategies.
- Proactively identify upselling and cross-selling opportunities based on customer needs and usage patterns.

Customer Advocacy and Feedback:

- Act as the voice of the customer within the organization, gathering feedback and insights to drive product and service enhancements.

- Work with cross-functional teams to address customer concerns, issues, and feedback in a timely and effective manner.

Customer Journey and Experience :

- Oversee the end-to-end customer journey, identifying opportunities to enhance the overall customer experience.

- Ensure a smooth onboarding process for new customers, setting clear expectations and success criteria.

Data Analysis and Reporting :

- Utilize customer data and metrics to gain insights into customer behavior, preferences, and satisfaction levels.

- Prepare regular reports on customer success metrics, highlighting achievements, challenges, and areas for improvements

Profile :

- Proven experience in a customer success, account management, or relationship management role within the financial services industry, particularly in an NBFC or banking environment.

- At least 5 years of experience in a leadership or management position, leading and mentoring teams.

- In-depth knowledge of financial products and services, such as loans, investments, insurance, and other offerings provided by an NBFC.

- Strong leadership and people management skills, with the ability to inspire and motivate a team.

- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.

- Analytical mindset, with the ability to leverage data and metrics to drive decision-making and process improvements.

- Familiarity with customer success tools and CRM platforms is a plus.

Job Offer :

- Opportunity to work with a global conglomerate

- Opportunity to lead the customer service department.

To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Komal San at +91 124 452 5417. The Apply Button will redirect you to website. Please apply there as well.