Leader - Digital Transformation - IT Product Firm

Location: Gurugram, India

The role transcends between Customers, People & Processes, Product & Technology.

Key Responsibilities:

- On Customer front - Leverage cutting edge analytical techniques to boost customer satisfaction & be able to answer basic customer-centric questions

- Developing a comprehensive view of the customer over the entire decision journey - from acquisition and onboard to upgrade cycles and renewals/churn

- Monitor all top risk Accounts, expand CART

- Collaborate with business leaders on reducing overall process completion time (Think ELE WRT SFDC case logging!)

- Meet regulatory compliance - Non-Public Material Information, Legal & Security audits to maintain adherence

- Showcasing before/after the outcome of features enhancement entailing impact on touchpoints, duration, engagement & NPS.

- Outlining Product & feature limitations with potential client impact

- Driving - Cost Efficiency- through case deflection by leveraging technology - KB & Client Trainings

- Leveraging IT - UI Path as our go to RPA Platform to automate all recurring/repetitive tasks

- Further streamlining customer contact options

What You Need for This Position :

- 5+ years of experience with good expertise of Cvent Core Products.

- Candidates should be premium colleges/ institutes - Preferably IIM.

- High comfort level in using online, complex software products.

- Excellent interpersonal, presentation, and verbal and written communication skills.

- Organized - can structure thinking and organize actions.

- Is able to organize own workload and personal priorities

- Can think strategically and have a clear practical sense of how to implement strategy

- Can inspire, encourage, and support others to apply their skills and effort to critical tasks and outcome

- Should have knowledge of PowerPoint, Word, and Excel.

- Strong organizational, planning, project management and problem resolution skills.

- Ability to act independently as well as collaborate with colleagues to achieve needed results

- Strong business acumen, ethics, and high integrity.

- Ability to remain agile in a fast-paced, constantly changing environment.