Regional Head - Program Success(Pune/Mumbai) (Job Vacancy)

Regional Head - Program Success

Company: Kidvento Education and Research

Position: Regional Head - Program Success

Location: Pune/Mumbai

To apply: hr@ulipsu.com

Remuneration: Rs 10 Lakhs – Rs 12 Lakhs per Annum

Experience: 5+ Years

Job Description Roles and Responsibilities

• 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.
• 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.
• 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.
• 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