Bengaluru, India
Full Time
Director - Customer Delivery & Success
Job Responsibilities
Customer Advocacy: Act as the advocate for the company
- Own the customer relationship and positively influence them towards organizational business
- Maintain high satisfaction levels / NPS scores in their customer accounts.
Seamless Delivery: Ensure quality deliverables as per committed timelines
- Manage client deliverables while overseeing internal team delivery to meet client expectations.
- Work with cross-functional teams to define & design exact specs of the customer delivery requirements.
Drive Outcomes: Plan for and achieve RoI metrics
- Determine key metrics for their customer account to achieve RoI outcomes.
- Gather feedback on the functionality and user experience from customers and end consumers. and work with concerned teams in partnership with the Product team to make improvements and/or fix bugs.
- Collaborate with the Engineering, Design, and Product teams at all points of the customer lifecycle to ensure that the delivery meets business outcomes.
Upsell & Cross-sell: Drive expansion of customer contracts
- Upsell and/or cross-sell platform capabilities to achieve expansion in existing customer accounts.
- Maintain high renewal rates to ensure recurring revenues from their accounts.
Stakeholder management: Maintain relationships with both internal & external stakeholders
- Serve as the face of the company with the customers and act as the voice of the customers for the internal teams.
- Be accountable and communicate with the leadership for all customer account-related actions.
- Influence key stakeholders across the organization to align intent and prioritization.
Customer onboarding: Educate customers on platform capabilities
- Work with the Sales team to communicate key features of the platform to the potential customers in order to achieve closure on client acquisition.
- Partner with the customer teams in the initial stages to ensure a seamless transition onto the platform.
Job Requirements
Qualifications pertinent to this role are:
- Undergrad degree in computer science, engineering, math, finance, or economics.
- Master’s degree in business from a top-tier school.
- 8+ years of relevant customer management or consulting experience in a technology-focused business.
- Prior experience in managing technical products or online commerce OR Prior experience in a SaaS or consumer technology environment.
- Prior experiences in customer management/account management of Enterprise scale customers based in the US.
Core skills required for this role are:
- Be consumer obsessed and come with a customer-first mindset to achieve long term strategic and business goals.
- Strong relationships building skills; experience managing stakeholders and partners to drive cross-functional programs.
- Ability to communicate clearly and effectively with different functional groups, developers, business owners, and senior business leaders.
- Ability to collaborate with and effectively influence remote teams in multiple time zones.
- Team orientation and willingness to roll up sleeves to solve complex, dynamic challenges.
- Empathetic with a genuine desire to solve customer’s problems.
- Entrepreneurial spirit, with a track record for delivering results in fast-moving and demanding environments.
- History of managing expectations in complex delivery scenarios.
- Basic level of expertise in domains of customer development, coding, UX, design, and analytics.
