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.

Career Description

Director - Customer Delivery & Success

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