Moglix - Director - Customer Success

Role Objective:

Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement.

The profile allows the candidate to project entrepreneurship and leadership skills which contribute towards the success of the organisation. A high visibility rle within the organization which shall enable the incumbent to drive large scale operations by implementing innovative technology solutions.

Role Responsibilities:

- Own & lead operations with end-to-end responsibility of Order fulfilment and Customer Success

- Standardize key activities for each point of the customer journey

- Manage all aspects of the customer relationship including leading customer and partner discussions, capturing notes, and developing presentations and reports, as required

- Develop operations strategy and drive the execution jointly with business owners

- Develop operations blueprint and act as the SPOC to liaise with product team to automate and digitize the processes

- Setup Standard Operating Processes and drive them through training and reinforcement; that results in improving the key metrics that drive Customer NPS

- Ensuring continuous performance improvement in all areas of the business by using data and analytics

- Plan, execute and monitor the sales operations with the objective of attaining accelerated growth

- Ensuring 100% compliance on taxation, account receivables and payables

Experience & Qualification:

- 7+ years of relevant experience in Operations, Operations consulting/excellence domain

- Excellent communication & people management skills

- High level of ownership, willingness to set up things from scratch. Should be able to work in an unstructured environment

- Excellent data/analytical skills. Data driven approach towards problem solving is required

- B. Tech & MBA from Tier 1 institute