Overview:
KNOLSKAPE is hiring a head of customer success to support the growth trajectory that the organization is witnessing. Our mission is to prepare our clients to be future ready. Our learning solutions enable this transformation for our clients through a variety of engagements. The 15-member pan India Customer Success team is responsible for delivery of all these engagements. They front end all deliveries with our clients and are responsible for providing a seamless and flawless experience to both our point of contact and the program participants. KNOLSKAPE prides itself in holding customer experiences and relationships to an extremely high standard and strives to reach the “Unbelievable” level of customer service in every engagement (© Ron Kauffman’s six levels of customer service). The criticality of this role can be understood from the fact that every dollar that the company earns passes through this team.
This role will be responsible for team strategy (structure, utilization, hiring, capability development, etc.), process design & implementation, reporting, governance, program execution, and client interactions.
The GM/Director - CS will sit within the Integrated Consulting Team (or ICT) and will report to the head of ICT. ICT comprises of Consulting, Customer Success, and Content & Facilitator teams.
Key internal stakeholders for this role include Business Development, Consulting, Content & Facilitation, Finance, and Product/Engineering teams.
Key Responsibilities:
- Have clear visibility of all upcoming deliveries.
- Ensure planning and complete readiness for planned/scheduled deliveries.
- Provide support and oversee program executions currently underway.
- Foresee challenges or issues based on experience and institutional knowledge. Address these issues proactively to avoid any escalations or red flags.
- Build deep relationships with all key internal and external stakeholders. Be able to address any issues using the strength of process and relationships.
- Have control over key components that make up program deliveries like project plans, facilitators, content development, etc.
- Build the capability of team to have critical conversations and client interactions.
- Build second in line leadership capability in the team.
- Strengthen the reporting and governance processes. Proactively communicate key metrics to the leadership and the organization.
- Design and institutionalize processes that lead to higher levels of efficiency and effectiveness/impact.
- Keep innovating and bringing in latest trends and practices that helps the organization enhance its customer service.
- Ensure proper knowledge management practices and processes are in place to manage all the materials that get created in support of a program execution or delivery.
- Ensure proper team utilization to drive profitability and management of the engagement margins.
- Elevate the partnership with third party vendors to bring more value from both sides to the partnership. In addition build and seek accountability, streamline vendor management process, and broaden the pool (to counter any risks).
- Build capability in the team such that team members can engage with clients, facilitators, and participants to help identify opportunities, improve impact of the solution, and enhance the quality of the relationship.
Key Performance Metrics:
- CSAT and NPS scores.
- Level 1 feedback from participants.
- Success of pilot programs.
- Number of internal/external escalations.
- Team engagement & productivity.
- Team utilization.
Skills & Capabilities:
- Detail orientation
- Process centric
- Problem solving
- Project planning
- Communication skills
- Stakeholder management
- Influencing/negotiation skills
- Self-directed and driven to work through constraints & ambiguity.
Requirements:
- A seasoned and career customer service leader with 15+ years of experience in leading customer service teams for edtech/SaaS organizations.
- Proven track record of effectively managing multiple projects/executions in parallel.
- Experience of managing large, diverse, geographically dispersed stakeholders and teams.
- Successful examples of designing and implementing processes in a virtual environment to manage complex program deliveries.
- Expert at analyzing data, drawing insights, defining recommendations, and presenting reports from large data sets.