Company: Kidvento Education and Research Position:
Regional Head - Program Success
Location: Bangalore
Remuneration: Rs 10 Lakhs – Rs 12 Lakhs per Annum
Experience: 5+ Years
Job Description Roles and Responsibilities
1) Team Management:
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Lead the Customer Success function with a vision and strategy.
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Manage day-to-day operations of the Customer Success department.
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Manage a team of Program Implementation Managers.
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Assign team targets, review KPIs, and monitor performance.
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Ensure delivery of business value for customers on a weekly and monthly basis.
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Address escalated client issues with speed and urgency.
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Ensure regular client visits are made to maintain good rapport.
2) Data & Analysis:
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Monitor and manage feedback/reviews/testimonials from customers.
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Analyze data related to product, website, social media, and brand experience.
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Use customer feedback to influence operational practices and strategies.
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Drive faster customer time to value, renewal rates, and growth through data-driven insights.
3) Strategizing and Forecasting:
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Plan and deliver Customer Success strategies to retain and increase the customer base.
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Define and drive operational practices and implementation strategies.
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Develop and execute detailed plans for Customer Success team members.
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Strategize to influence future lifetime value through higher product adoption and satisfaction.
4) Renewals and Operational Excellence:
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Expand revenue in accounts through upsell opportunities.
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Reduce churn and drive new business growth.
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Ensure exceptional customer service experience and maintain overall health scores.
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Orchestrate resources across the company to address escalated client issues.
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Ensure adherence to policies, procedures, and controls in day-to-day operations.
Desired Candidate Profile
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Experience - 5+ Years in the School Program Implementation Domain, 2+ Years as Team Lead.
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Solid background in customer acquisition strategies
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Strong communication skills along with a customer-oriented attitude
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Good relationship management and networking skills.
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Good Experience in an account post-sales customer-facing role (Account Management, Customer Success)
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Experience in building and scaling teams for high growth in the organization
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Proven leadership abilities to coach, influence, develop, motivate and empower employees to achieve their best while maintaining high employee morale
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Proven record of driving measurable customer outcomes and success with large, complex customers
