Director - Customer Success (12-18 yrs)

A prestigious client of Innoquest Consulting, specializing in the resale and remarketing of used vehicles for various sellers, is seeking a Director of Customer Success for their Hyderabad location.

Key Responsibilities include:

- Empathetic Design: Bring empathy to every customer service interaction or stakeholder interaction and drive your team to as well.

- Strategic Direction: Build an annual plan that clearly defines what you and your team will accomplish in that year to drive the defined goals set collaboratively with CS leadership.

- Tactical Management: Run regular cadences to drive alignment across Copart and drive outputs on your team to ensure that the strategic direction is achieved - in the form of Quarterly, Monthly, and Weekly business reviews (QBR, MBR, WBR). Pivot as needed and ensure that the right stakeholders are aligned to those pivots.

- Continuous Performance Management: Providing coaching, guidance, and support to each of your team members - including skip levels - to drive employee engagement, performance, and development. Build the right mechanisms to be able to track, promote or perform out, as appropriate.

- Cross-Functional Collaboration: Collaborate with cross-functional teams, including sales, marketing, product, operations, technology, and others, to ensure alignment and integration of Customer Success to overall business objectives.

-Should have handled a team size of 80+ employees.

Required Qualifications:

- Bachelor's degree.

- Proven ability to analyze data, identify trends, and make data-driven decisions.

- Demonstrated experience in strategic planning, process improvement, and performance management.

- 10 Years of experience in product management, program management, or customer service. At least 3 years of experience in customer service.

- Consistent growth - within role - in any of the domains above. With glowing references from previous leaders, peers and reports.

- Excellent communication, interpersonal, and collaboration skills, with the ability to build relationships and influence stakeholders at all levels of the organization.

- Ability to accept constant and high paced growth and change with steadiness and constancy.