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327 Security and Intelligence Services (India) Jobs
Customer Health & Process Optimization Specialist
4-9 years
Gurgaon / Gurugram
1 vacancy
Customer Health & Process Optimization Specialist
Security and Intelligence Services (India)
posted 7d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Job Overview:
The Customer Health Process Manager will play a pivotal role within the Customer Excellence organization, ensuring the development, implementation, and continuous improvement of customer health scoring processes. This position will work closely with internal stakeholders as well as external vendors to build and maintain a Customer Success (CS) platform, while also providing internal teams with the necessary training and support. The role will require regular reporting and analysis to drive customer satisfaction, retention, and overall success. The role will also have a focus on enhanc ing team s operational efficiency, ensuring customers are consistently engaged throughout their lifecycle .
Key Responsibilities:
Customer Health Scoring Management:
- Design, create, and continuously enhance the customer health score framework.
- Regularly review and update health scoring metrics to ensure alignment with C ustomer Success needs and business objectives.
- Monitor customer health trends and proactively recommend actions to improve customer success outcomes.
CS Platform Development Maintenance:
- Partner with external vendors to build, maintain, and improve the Customer Success platform, ensuring it supports the evolving needs of the organization.
- Ensure the platform integrates effectively with other tools and systems used by the Customer Excellence team.
- Troubleshoot and resolve platform-related issues, ensuring minimal disruption to daily operations.
Training and Support:
- Develop and deliver comprehensive training programs for internal Customer Success teams to ensure effective use of the CS platform and health scoring tools.
- Provide ongoing support and guidance to internal teams, helping them interpret customer health data and take proactive actions.
Reporting Analysis:
- Generate regular reports and dashboards on customer health metrics, identifying key trends, risks, and opportunities.
- Present findings to internal stakeholders, including senior leadership, to drive informed decision-making around customer retention and satisfaction.
- Continuously refine reporting processes to enhance data accuracy, clarity, and strategic value.
Cross-Functional Collaboration:
- Collaborate with the wider Customer Excellence teams, Commercial , Marketing, Product, and other internal teams to ensure alignment on customer health initiatives and foster a customer-centric approach.
- Work with the Customer Success leadership team to define success metrics and develop strategies for improving customer health scores.
Continuous Improvement:
- Regularly assess customer health processes, tools, and training to identify opportunities for improvement.
- Keep up with industry trends and best practices in customer health and success management, incorporating new ideas to optimize performance.
Qualifications:
- Education: Bachelor s degree in Business , Marketing, Customer Success, or related field (or equivalent experience).
- 3+ years of experience in Customer Success, Customer Operations, or related areas, with a focus on process management or customer health.
- Experience working with customer success platforms (e.g., Gainsight, Totango , etc.) and understanding of health scoring methodologies.
- Strong analytical skills with the ability to interpret customer data and generate actionable insights.
- Proven track record of working with external vendors and managing platform development or integration projects.
- Excellent communication skills, with the ability to train and support internal teams at various levels.
- Ability to manage multiple projects simultaneously and work collaboratively across different teams.
- Experience in customer success management or operations within a SaaS environment.
Skills :
- Strong problem-solving skills and a proactive mindset.
- Ability to manage cross-functional projects and collaborate effectively with different teams.
- Strong communication skills, with the ability to clearly convey ideas and solutions to stakeholders.
Employment Type: Full Time, Permanent
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based on 1.3k employees
Flexible timing
Monday to Saturday
Within city
Day Shift
Security and Intelligence Services (India) Benefits
Health Insurance 
Job Training 
Soft Skill Training 
Free Transport 
Team Outings 
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