Job Description

As the Vice-President - Customer Experience, you will own the end-to-end post-go-live customer experience across all of the client accounts. You will ensure clients realize continuous value by driving strategic account management, building strong executive relationships, and enabling ongoing product adoption.

• You will lead and manage the entire post-go-live customer experience and account management function, ensuring enterprise clients realize continuous value.
• You will oversee the Technical Account Management (TAM) and Customer Support teams, enabling them to deliver high-quality, consistent customer experience across all accounts.
• You will drive customer delight by engaging proactively with senior client stakeholders, and ensuring predictable customer operations.
• You will build and manage multi-level stakeholder relationships within enterprise customers, acting as their strategic partner and point of escalation.
• You will drive system improvements aimed at tracking and improving customer health, driving customer outcomes and improving operational efficiency, influencing internal and external stakeholders as needed.

This is a 5 day WFO opportunity Candidate should come from a SaaS product background

• 12-18 years of experience in customer experience, account management, service delivery, or operations within a SaaS or technology environment.
• You have experience leading large customer-facing teams serving enterprise customers.
• You have a track record of driving process improvements and solving complex operational challenges.
• This is a Bangalore-based role. They work five days a week from the office, as they believe in-person interactions fuel innovation and agility

Our client is a bootstrapped and profitable SaaS product organization headquartered in Bangalore, with operations spanning India, Southeast Asia, and the Middle East

• A competitive salary within the industry standards.
• Work with a pedigreed set of leadership

Skills Required