Lead - Customer Experience - FinTech

Job Description :

- Ensure the success, satisfaction, and retention of our customers by providing exceptional service and building strong relationships. Play a critical role in driving customer success strategies, optimizing processes, and fostering a customer-centric culture within the organization.

Client Details:

Our client is a top Fintech in the Indian market

Description:

- Develop and execute a comprehensive partner/customer success strategy aligned with the company's goals, driving customer satisfaction, retention, and growth.

- Build and lead a team of partner/customer success managers, providing guidance, coaching, and performance feedback to foster a high-performing and customer-centric culture.

- Collaborate with the Sales team to ensure smooth onboarding of new partners/customers, establish clear success criteria, and develop strategic account plans to maximize client satisfaction and revenue growth.

- Proactively engage with key partners/customers to understand their business objectives, challenges, and opportunities, and develop tailored strategies to address their needs.

- Drive product adoption and usage among partners/customers, leveraging data-driven insights and best practices to deliver value and achieve high levels of customer satisfaction.

- Identify and implement scalable processes and tools to streamline partner/customer success operations, enhance efficiency, and improve overall customer experience.

- Monitor and analyze partner/customer performance metrics, conduct regular business reviews, and present insights and recommendations to senior leadership to drive continuous improvement.

- Act as a trusted advisor to partners/customers, providing strategic guidance, industry insights, and thought leadership to foster long-term partnerships and drive mutual success.

- Stay up-to-date with industry trends, market dynamics, and competitor activities, and proactively apply this knowledge to drive innovation and maintain a competitive edge.

- Collaborate with internal stakeholders to gather partner/customer feedback, identify opportunities for product enhancements or new offerings, and advocate for customer-centric improvements.

Profile:

- MBA from a Tier 1/2 institute

- Proven experience (6-12 years) in partner/customer success, B2B/enterprise farming, or B2B account management roles within the fintech or Enterprise Tech ecosystem

- Strong understanding of partner/customer success principles, methodologies, and best practices, with a track record of successfully driving customer satisfaction, retention, and growth.

- Excellent leadership and team management skills, with the ability to inspire and motivate a team to achieve ambitious targets.

- Exceptional communication and interpersonal skills, with the ability to build and maintain strong relationships with partners/customers at all levels.

- Strategic mindset with the ability to think analytically, identify trends, and leverage data-driven insights to make informed decisions.

- Proven experience in driving product adoption, usage, and customer value through effective onboarding, training, and account management strategies.

- Strong business acumen and ability to understand complex partner/customer needs and develop tailored solutions to meet their objectives.

- Experience in the fintech industry and knowledge of financial products, technologies, and regulatory landscape is highly desirable.

- Ability to thrive in a fast-paced, dynamic environment and adapt quickly to changing priorities.

Job Offer:

- As the Head of Customer Success, you will be responsible for building and leading a high-performing team focused on delivering exceptional customer experiences and driving value for the partners.

- You will collaborate closely with cross-functional teams, including Sales, Product Development, and Operations, to ensure successful onboarding, adoption, and retention of our products and services.

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.

Contact - Komal San - +91 124 452 5417

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