Job Description

To work with one the world\'s leading organization Career growth opportunity Customer Success Strategy and Planning: Develop and implement a comprehensive customer success strategy aligned with the company\'s goals and objectives. Define clear customer success metrics, KPIs, and performance targets to track team and individual success. Team Leadership and Management: Lead, mentor, and manage the customer success team, providing guidance and support in handling customer relationships and driving success. Set performance goals, conduct regular performance evaluations, and identify opportunities for skill development and training. Customer Relationship Management: Build and maintain strong relationships with key customers, acting as a trusted advisor and advocate for their needs and requirements. Conduct regular meetings with key clients to understand their financial needs, identify growth opportunities, and address concerns. Retention and Expansion: Collaborate with the sales and product teams to drive customer retention and expansion strategies. Proactively identify upselling and cross-selling opportunities based on customer needs and usage patterns. Customer Advocacy and Feedback: Act as the voice of the customer within the organization, gathering feedback and insights to drive product and service enhancements. Work with cross-functional teams to address customer concerns, issues, and feedback in a timely and effective manner. Customer Journey and Experience: Oversee the end-to-end customer journey, identifying opportunities to enhance the overall customer experience. Ensure a smooth onboarding process for new customers, setting clear expectations and success criteria. Data Analysis and Reporting: Utilize customer data and metrics to gain insights into customer behavior, preferences, and satisfaction levels. Prepare regular reports on customer success metrics, highlighting achievements, challenges, and areas for improvements The Successful Applicant Proven experience in a customer success, account management, or relationship management role within the financial services industry, particularly in an NBFC or banking environment. At least 5 years of experience in a leadership or management position, leading and mentoring teams. In-depth knowledge of financial products and services, such as loans, investments, insurance, and other offerings provided by an NBFC. Strong leadership and people management skills, with the ability to inspire and motivate a team. Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders. Analytical mindset, with the ability to leverage data and metrics to drive decision-making and process improvements. Familiarity with customer success tools and CRM platforms is a plus. What\'s on Offer Opportunity to work with a global conglomerate Opportunity to lead the customer service department.

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