Director-Client Services
Posted on :
08-06-2024
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1 Vacancy
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Job Description
Job Description
Job Title : DirectorClient Services
Job Date : 050524
Job Location: Gurugram
Job Type: Full Time
Job Summary: We are seeking an experienced DirectorClient Services to lead a team of our
client over 50 highend product support consultants in a B2B environment. This role involves
managing key SLAs during US hours developing staff recruiting new team members and
ensuring high performance levels through innovative service delivery improvements.
Job Responsibilities:
Implement continuous improvement initiatives to improve customer experience.
Advise and implement the vision and strategy for the Support organization in
achievement of organizational goals in partnership with othe departments/functions.
Deliver defined Objectives and Key Results (OKRs) and performance measures
against company goals with a handson approach to understand gaps and run
continuous improvement efforts.
Develop a successful team of Managers Leads & Specialists in a growth environment
including developing the team for future changes managing the teams change
resilience and minimizing performance impacts associated with change.
Work and be accountable for headcount planning budget and cost mitigation and/or
investment initiatives.
Guide employee engagement and an inspiring culture ensuring effective performance
management mentoring and development and crafting an environment where
people can excel through accountability support and empowerment.
Demonstrate a data driven approach to supervising the function including
establishing effective critical metrics key performance indicators and other
leading/lagging indicators which provide insight into the efficiency of the function
and changes in risk profile.
Consistently improve the customer experience across our key channels and products
by advocating for the voice of the customer across internal partners ensuring that
resources are invested in improving customer satisfaction and enabling scale.
Use excellent presentation and interpersonal skills to report findings and
recommendations to the leadership.
Identify and implement groundbreaking changes to generate efficiencies and deliver
better customer experiences while ensuring the teams adheres to business
requirements.
Keep ahead of event industry developments and apply standard methodologies to
areas of improvement
Additional duties and responsibilities as necessary.
Job Requirements:
Overall 15 years of customer support operations experience. Minimum 8 years of
experience in service delivery & managing large teams.
Experience scaling and building operational teams including people processes and
programs.
A solid leader doer motivator and decisionmaker with consistent track record
working efficiently with people at all levels.
Managing B2B customer operations in US/EU (preferred).
Results focused forward thinking approach with ability to problemsolving complex
issues to deliver shared goals and outcomes across internal and external teams.
Able to develop and optimally articulate a vision & strategy as well as communicate
strategic direction.
Ability to interpret qualitative and quantitative data to formulate concrete insights
and compile information in a structured logical manner.
Comprehensive knowledge of industry best practices processes and measurements
Extensive experience in handling product support preferably for SaaS companies
with at least $200m in revenue
Motivational leader who is sensitive to our employee s and client s needs
Nearnative English fluency
Career progression through client service management a plus
Ability to track key performance metrics and make business decisions.
Leadership skills and traits with a fair understanding of motivation theories
Very proficient with software packages of Microsoft Office
Aptitude for data analysis and perform trend analysis.
Excellent presentation skills
Entrepreneurial spirit/mindset flexibility toward dynamic changes
Salary & Perks:
Salary no bar for the right candidate.
Competitive salary commensurate with experience and qualifications.
Opportunity for career growth and advancement.
If youre ready to take your career to new heights dont miss this opportunity! Apply now by
sharing your latest resume along with Current CTC Expected CTC and notice period details to
with the subject line Position Applied for Application Your
Name.
Feel free to share this job with your network if you know someone who would excel in this
role. Join the dynamic team and be part of our clients growth story. We cant wait to hear
from you!
Please send your latest resume to
customer support,service delivery,microsoft office,groundbreaking changes,continuous improvement,product support,data analysis,managing b2b customer operations,track key performance metrics,improve the customer experience
Employment Type
Full Time
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