VP/Head Customer Success & Operations

At Master-O, our mission statement is to “Elevate Customer Interactions.”

We believe frontline executives in enterprises can generate more revenue & provide a differentiated customer experience if they are made more effective. To achieve that, companies rely on Master-O’s frontline readiness platform to continuously upskill, effectively enable, and engage reps to enhance revenue generation.

With customers across Banks, Insurance, Pharma, Retail, FMCG, and Auto industries in over 20 countries, we now aim to further scale our implementations across more customers, industries, and countries while continuously improving the quality of our operations.

Role: VP / Head Customer Success & Operations
Key Result Areas

1. Develop strong relationships with clients to generate renewals and upsell/expand across implementations.
2. Responsible for increasing platform adoption and ensuring end-user engagement, utilization, and satisfaction.

Roles and responsibilities:

1. Maintaining high levels of customer engagement and satisfaction with a focus on customer loyalty.
2. Experimenting & developing engagement/retention strategies and measuring impact on an ongoing basis.
3. Supporting customers via chat groups and improving user feedback.
4. Supporting the internal team in driving customer success
5. Executing & overseeing all client implementations and setting up / fine-tuning processes or workflows to scale client implementations.
6. Identifying areas of cross-selling / up-selling in collaboration with the business development & product team.
7. Having an eye for detail and being quality-conscious while interacting with clients
8. To be an excellent team player with the ability/experience to work across projects in parallel.
9. To be proactive, operationally excellent & make things happen!

Background & Experience: Essential:

1. Candidates with 10+ years of experience with demonstrable achievements and a strong academic background.
2. MBA, preferably from a tier 1 school.
3. Diplomacy, tact, and poise under pressure when working with clients
4. Self-starter who can own ongoing customer success & operations
5. Very Strong written and verbal presentation/communication skills

Desirable:

1. Experience and interest in analyzing data sets are preferable
2. Hands-on experience in running queries or experience in MySQL/R/Python is a bonus

Traits:

1. Strong interpersonal skills and ability to build strong internal and external relationships
2. self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
3. You love to leverage data and relationships to increase value to your customers
4. You thrive in a multi-tasking environment and can adjust priorities on the fly.
5. You are most comfortable and at your best when you solve problems.
6. You're an A+ player who dreams big and you want to join a team of A+ players. You bring confidence without attitude. Intelligence + humility + strong work ethics = WIN.
7. A go-getter who thrives in the pressure cooker situation
8. You have a contagious can-do attitude and love being a perfectionist