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Assistant Vice President - Client Health Lead
8-12 years
Gurgaon / Gurugram
1 vacancy
Assistant Vice President - Client Health Lead
Genpact
posted 3hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Powered by our purpose the relentless pursuit of a world that works better for people we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Inviting applications for the role of Assistant Vice President - Client Health Lead
We invite applications for the role of Assistant Vice President - Client Health Lead. In this key operational and strategic role, you will enhance the value and satisfaction delivered to our customers by leading initiatives that drive insights from client data. You will be responsible for managing various touchpoints within the client health program, fostering strong relationships with third-party vendors, and ensuring the seamless execution of client satisfaction surveys across Genpact.
Responsibilities
- Leadership & Strategy Lead 2x multidisciplinary team managers focused on health measurement and analy sis, SFDC tools, as well as Genpact native platforms in support of ou r internal accounts. Develop and implement customer satisfaction strategies to improve overall client health across the business , collaborating with cross-functional teams for effective execution.
- Client Engagement & Insights Conduct comprehensive customer satisfaction surveys and measurements using industry-standard practices (e.g., NPS, CSAT, CES). Analyze data from various sources, including CRM systems and digital platforms, to identify trends, patterns, and insights in order to inform and influence account and delivery strategy.
- Performance Monitoring Monitor and track client health budgets, ensuring efficient allocation of user licenses and identifying cost optimization opportunities. Regularly assess the effectiveness of customer satisfaction initiatives, refining and optimizing based on performance data and stakeholder feedback.
- Collaboration & Communication Partner with internal and external stakeholders to identify and implement solutions for enhancing client satisfaction. Establish and uphold customer satisfaction policies and best practices, providing necessary training and guidance.
- Technology Integration Work closely with Salesforce , sales, marketing technology, and data team s to integrate various systems and automate processes related to client health. Lead the design and implementation of Gen AI solutions, overseeing the development of models and algorithms that enhance client engagement.
- Continuous Improvement Foster a culture of continuous improvement and innovation, identifying and addressing customer concerns and areas for enhancement. Develop action plans to resolve issues and prioritize initiatives based on client feedback.
- Reporting & Analysis Provide regular analysis and insight s to exec utive leadership, highlighting key metrics related to client health and satisfaction, along with analysis of customer feedback and recommendations for optimization.
Qualifications we seek in you
Minimum Q ualifications / Skills
- Master of Business Administration (MBA) from a Tier 1 institution.
- Relevant years of experience in customer satisfaction, customer experience, or a related field.
- Proven leadership skills with a track record of successfully driving customer satisfaction initiatives using metrics and tools such as NPS, CSAT, and CES.
- Deep knowledge of Salesforce (SFDC) and experience with customer satisfaction systems like Qualtrics, SurveyMonkey, and Zendesk.
- Familiarity with Natural Language Processing (NLP), Large Language Models (LLMs), and Retrieval-Augmented Generation (RAG).
- Proficiency in data visualization tools such as Tableau or Power BI.
- Strong project management skills, with the ability to prioritize and manage multiple projects in a fast-paced environment.
- Exceptional communication and presentation skills, capable of engaging stakeholders across all levels, including senior management.
Preferred Q ualifications / Skills
- Knowledge of statistical analysis and modeling techniques.
- Familiarity with marketing automation tools.
Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit . Follow us on Twitter , Facebook , LinkedIn , and YouTube .
Employment Type: Full Time, Permanent
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What people at Genpact are saying
Rating based on 93 Assistant Vice President
reviews
Anonymous · Customer Success, Service & Operations
in Hyderabad / Secunderabad
Likes
Work life balance is mostly good
- Job security - Good
+2 more
Dislikes
Hybrid work model applies to operations teams and functional teams do not follow it Visibility and opportunities for growth are more concentrated if you are working from NCR
Assistant Vice President salary at Genpact
reported by
1.4k
employees
with 10-25
years exp.
₹18.1
L/yr - ₹57
L/yr
21%
more
than the average Assistant Vice President Salary in India
View more details
What Genpact employees are saying about work life
based on 30.7k employees
Flexible timing
Monday to Friday
No travel
Day Shift
Genpact Benefits
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