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