Job Description

Job Description

Function Leader – Customer Success

Reporting Manager: Vice President – CST

• Design and delivery of customer experience blueprint across all business – communication, service, and people
• Aligning service processes, practices, and measures to business strategies; Defining experience framework for all new business launch
• Handled Seamless transition of Outsourcing of Operations and Service delivery
• Handling Quality to build up a model of sustainability and repeatability
• Budgeting activity along with delivery

<Customer Success> 

• Drive Customer Success Outcomes
• Increase renewal rates and reduce churn
• Expand revenue in accounts through cross-sell and up-sell
• Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
• Drive new business growth through greater advocacy and reference-ability
• Define and Optimize Customer Lifecycle
• Establish a system for tracking metrics
• Create a cadence for review within the team
• Expose a subset of metrics to the executive team, company, and board

<Customer Onboarding>

• To assume overall responsibility for managing or meeting service expectations of business units, migrating work to the assigned projects, during the migration phase.
• In line with the overall objectives of the department, judiciously utilize the available migration resources, and ensure planning for any contingencies, which may affect the migration project
• Proactively ensure the availability of pre-migration / migration documentation
• Collate, maintain, and provide accurate Management Information within agreed timescales on a regular basis
• Establish and maintain an effective relationship with business areas and identify areas of service improvements by implementing regular calls and feedback mechanism
• Influence and escalate key customer issues in an effective way to ensure timely resolution
• Continuous reviews of the customer issue and ensure products and services are tailored on an ongoing basis to meet the expectation

<Technical Delivery>

People:

1. Have complete ownership of the output delivered by the team
2. Conduct 1-on-1s with direct reports
3. Provide mentorship and constructive feedback on the approach, quality, and throughput of the final output of all work done by the reporters
4. Responsible for performance management and compliance with processes within the team including appraisals, monthly ratings, discipline, etc
5. Responsible for resource deployment across all processes for the engagement(Team Size, Span, Shift Utilization, Skill sets, technology)

Systems:

1. Business Planning: Prepare a Business plan, finalize target operating models depending on the vertical and nature of business of the client, and recruit and deploy manpower.
2. Key solutions implementation: Identifying and collaborating with Solution Design / key solutions/alliances/platform groups in the implementation of new solutions in the practice in order to differentiate service offerings on a regular basis
3. Contracting & Agreement: Review Master Services Agreement (MSA) / SLAs from compliance and Practice execution perspective
4. Onboarding support of new engagement/project: Designs and signs off on right metrics, best practices, best-in-class controls, signs off on Business Requirement document, and participation in User Acceptance Testing (UAT) from a Practice perspective.
5. Quality & Risk Planning: Focus on continuous improvement & innovation. Risk Assessment and Mitigation Planning, High-Risk Project Reviews, and Governance of complex engagements
6. Strategy & Road Map Definition (Domain): Provide inputs on strategy and thought leadership at the practice level
7. Client Management: Listening to and acting on customer feedback (CSAT/Engagement Feedback), Client visits, Relationship management, CSAT, Engagement Feedback, SLA management, and Issue & escalation management in order to achieve high Client Satisfaction for Practice clients.
8. Initiatives and Innovation: Implement global best practices in similar sub-processes across all engagements

CTQs

1. Bachelor’s degree with 12 + year’s work experience in the Outsourcing industry
2. Experience constructing or architecting systems and processes to support data, change management, training, or process improvement
3. Strong, accumulated outsourcing management experience in an offshore environment supporting a global delivery business – must have both contract management and service delivery-related experience
4. Strong project/ program management skills
5. Excellent verbal and written communications skills
6. Able to work across cultures effectively, valuing diversity within a virtual team. Working knowledge of Indian & international business practices.