Head - Customer Success (12-14 yrs)

PivotRoots is a full-service, transformational digital marketing and MarTech agency with a 300-strong team of talented individuals across offices in India and UAE

The company offers services across industries and the digital ecosystem, including data and analytics, strategy and consulting, digital media planning and buying, UI/UX, social and content, SEO, and digital transformation.

PivotRoots- a Havas Company has served clients across verticals including Disney, Amazon Prime Video, Swiggy, Kotak 811, KFC, Amazon miniTV, Bisleri, Study in India (EdCIL), Nuawoman, EC-Council, Parcos, Club Mahindra, RBL Bank, LTIMindtree, MSD Pharma, Narayana Hospitals, ET Money, Snapdeal, Celevida Wellness (Dr. Reddy's), Cashe, PaySense, LazyPay, among others.

PivotRoots- a Havas Company has won awards across prominent platforms, the most recent being Agency of the Year by ET Brand Equity Media Strategy Awards, Entrepreneurship of the Year by Campaign India and The ABBYS.

Havas acquired PivotRoots in 2023 and has been integrated with Havas Media Network India.

Here at Havas across the group we pride ourselves on being committed to offering equal opportunities to all potential employees and have zero tolerance for discrimination.

We are an equal opportunity employer and welcome applicants irrespective of age, sex, race, ethnicity, disability and other factors that have no bearing on an individual's ability to perform their job

Perks, Benefits and Work Culture:

We are a passionate team working together towards the common goal of growth and innovation for the organization and ourselves.

Along with Monthly Rewards and Recognition Programs, we also provide Health Insurance (Family cover) and adhere to a ZERO tolerance POSH Policy.

Birthdays, Anniversaries, and achievements of our employees are celebrated with great enthusiasm.

You'll find that it's an exciting and vibrant place to work at, where you'll connect with diverse and talented people.

We look forward to you becoming an integral part of our team.

Our aim is to enable you with the direction, support, and resources you require to be successful.

PivotRoots is a place where you can make a difference, learn, and grow as you contribute and share in our mutual success!

Head Customer Success.

PROFESSIONAL SUMMARY:

- Strategic and customer-centric Customer Success Head with over 12 years of experience in leading high-performance teams within the services industry.

- Adept at developing and executing customer success strategies to drive customer satisfaction, retention, and revenue growth.

- Skilled in fostering long-term relationships with clients, improving service delivery, and ensuring alignment between client goals and company capabilities.

- Passionate about delivering measurable value and exceeding client expectations in every engagement.

KEY SKILLS:

- Customer Success Strategy

- Client Relationship Management

- Team Leadership & Coaching

- Service Delivery Optimization

- Churn Reduction & Retention

- Onboarding & Implementation

- Account Management & Upselling

- Cross-Functional Collaboration

- Process Improvement & Standardization

- Contract Renewals & Growth

- Stakeholder Management

The ideal candidate should have:

- Lead a team of Data Analysts, Data Scientists and Account Managers to ensure seamless service delivery and customer satisfaction.

- Developed and executed a comprehensive customer success strategy, focusing on delivering measurable value to clients and improving operational efficiency.

- Collaborated with Sales, Delivery, and Tech teams to align customer needs with service offerings, resulting in increase in customer satisfaction and a reduction in churn.

- Established customer health tracking systems and utilized predictive analytics to proactively identify at-risk accounts, leading to an improvement in retention.

- Designed and launched a comprehensive onboarding program for new clients, reducing onboarding time while ensuring seamless integration of services and early-stage customer success.

- Drove customer advocacy programs by identifying satisfied clients who were willing to participate in case studies, testimonials, and referral programs, increasing new business leads.

- Improved customer engagement by launching regular Business Review Meetings (BRMs) and quarterly reviews, ensuring clear communication of goals, progress, and ROI