Director - Customer Implementation and Support / CIS

Gratitude Inc

1330 Views

23 hours ago

6-7 Year(s)

Mumbai, Bangalore

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Job Description

Key Skills

Customer Service

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key skills

Director.

CIS Director

Engineering.

Customer Implementation

customer support

Zendesk

Freshdesk

Location: Mumbai, Bangalore

Maximum CTC: 55 LPA

Job Overview:

We are seeking a highly motivated and experienced Director of Customer Implementation and Support to lead our customer implementation and support team. The Director will be responsible for overseeing the successful implementation of our products/services and ensuring that our customers receive the highest level of support throughout their journey with our company.

Key Responsibilities:

 Lead and manage the customer implementation and support team, including hiring,

training, coaching, and mentoring team members to ensure high performance and

achievement of department goals.

 Develop and implement customer onboarding processes, procedures, and tools to

ensure that customers have a seamless and successful implementation experience.

 Serve as the primary point of contact for escalated customer issues and work with

cross-functional teams to resolve customer concerns and issues in a timely and

effective manner.

 Develop and maintain strong relationships with customer success teams and

customers directly, working collaboratively with them to understand their needs and

proactively address any concerns or issues.

 Identify opportunities to improve customer experience and work with the product

development team to develop and implement solutions that meet customer needs.

 Monitor and report on key performance metrics related to customer implementation

and support, including customer satisfaction, retention rates, and service level

agreements (SLAs).

 Stay up to date on industry trends and best practices related to customer

implementation and support and incorporate these into department processes and

procedures.

Qualifications:

 Bachelor’s degree in engineering.

 7+ years of experience in customer implementation and support, with at least 3 years in a leadership role.

 Strong technical background with experience in software development

 Proven ability to manage and motivate teams, set priorities, and meet deadlines.

 Excellent interpersonal, communication, and problem-solving skills.

 Strong understanding of customer relationship management principles and practices.

 Experience with customer support software like Zendesk, Freshdesk etc.

 Demonstrated ability to work effectively with cross-functional teams.

 Strong analytical skills and ability to use data to inform decision-making.

 Passion for delivering exceptional customer experiences.

 Comfortable with overlap with some portion of the US office hours.

Role

BD Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Operations / Customer Service / Telecalling

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Wesley Ivan Galicia

Recruiter - Gratitude Inc

NA, philippines

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