Director Customer Success Michael Page

About Michael Page

Job Description

As a Director of Customer Success at our client, a $1.4Bn valued organization and a global leader in conversational engagement technology, your primary responsibility will be to oversee the customer service team. Your role will involve ensuring the delivery of high-quality support to our clients by developing customer service policies and standards for the organization. It will be crucial to maintain customer satisfaction and loyalty through consistent, timely, and responsive support. In this position, you will be expected to monitor and measure customer satisfaction, implementing initiatives to enhance it further. Collaboration with other departments to address customer issues and enhance the overall customer experience will also be a key aspect of your role. Training and mentoring customer service representatives to cultivate a customer-focused attitude will be essential for success in this role. Your expertise in identifying opportunities to leverage technology for improving customer service will be highly valued. Managing the customer service budget and resources effectively will also be part of your responsibilities as the Director of Customer Success. The ideal candidate for this role should possess 15-20 years of relevant experience in a client-facing role, preferably in sales or customer success within client services, particularly in technology-led environments, IT consulting, or solutions. Experience in CPaaS and Conversational Engagement will be advantageous. The position requires the candidate to be currently located in Mumbai. This is a unique opportunity to lead a dynamic customer success team in the Software/SaaS landscape and make a significant impact on customer satisfaction and loyalty. For further details, please reach out to Pranav Muzumdar. Job Reference: JN-082024-6511579,