MyOperator - Head - Customer Success (5-17 yrs)

Job Title: Head of Customer Success

Location: Noida Sector 2

Company: MyOperator

Job Type: Full-Time

About MyOperator:

MyOperator is a leading provider in the customer experience space, dedicated to transforming how businesses interact with their customers. We are seeking a strategic and visionary Customer Success Team Manager to spearhead our customer success department and drive impactful, long-term relationships with our valued clients.

Position Overview:

We are looking for a strategic and results-driven Head of Customer Success to lead our customer success initiatives. In this role, you will develop and execute comprehensive strategies that align with MyOperator's business objectives, ensuring customer satisfaction and retention while driving revenue growth.

Requirements:

Key Responsibilities:

Strategic Development and Execution:

- Develop and implement comprehensive customer success strategies that align with MyOperator's business goals.

- Set clear customer success targets and KPIs, establish processes and policies, and monitor key metrics to drive team and customer success.

- Design and roll out programs that enhance customer experience, boost revenue potential, and minimize churn.

Team Leadership and Management:

- Lead, mentor, and manage a team of customer success professionals, setting performance goals and providing ongoing coaching and feedback.

- Conduct performance reviews and implement development plans to ensure team effectiveness and professional growth.

Customer Satisfaction and Retention:

- Drive initiatives to maximize customer satisfaction and loyalty through proactive engagement, issue resolution, and the development of customer loyalty programs.

- Analyze customer feedback and data to identify trends and areas for improvement, ensuring the team effectively addresses customer needs and concerns.

Operational Excellence:

- Identify and address process gaps, implementing scalable solutions to improve the customer experience and operational efficiency.

- Utilize data-driven insights to track progress towards success goals and inform decision-making.

Cross-Departmental Collaboration:

- Collaborate with Sales, Marketing, Product, and other departments to ensure alignment with the company's overall strategy and enhance the customer journey.

- Share customer insights and feedback to drive product improvements and refine marketing strategies.

Recruitment and Training:

- Oversee the hiring process for customer success professionals, ensuring the team is equipped to meet revenue goals and customer expectations.

- Develop and deliver training programs to enhance team skills and knowledge, ensuring high standards of customer support.

Qualifications:

- Experience: 5-6 years in customer-facing roles, including customer service, technical support, or sales, with a proven track record of managing and leading teams.

- Leadership: Demonstrated experience in leading teams, setting strategic goals, and driving performance metrics.

- Technical Proficiency: Strong understanding of technical concepts and the ability to communicate them effectively to both team members and customers.

- Communication Skills: Excellent verbal and written communication skills, with the ability to engage effectively with customers, team members, and stakeholders.

- Analytical Skills: Proven ability to use data to drive decisions, optimize performance, and identify areas for improvement.

- Strategic Thinking: Ability to develop and implement strategies that align with company goals and enhance customer success.

Benefits:

Why Join Us:

At MyOperator, you'll be at the forefront of customer success innovation, leading a dynamic team and driving meaningful change. We offer a collaborative work environment, opportunities for professional growth, and a commitment to your career development.