As the founding VP of the Extramarks retails customer success division, you will have the opportunity to build the customer success team from the ground-up alongside Extramarks Executive team. As a critical team member, the individual will report directly to the CEO and will play an important role in strategizing, developing and delivering Extramarks core mission to be the primary learning partner, coach and mentor for all students.
Extramarks retail divisionsVP Customer Successwill partner with and ensure the long-term growth and success of customers by building proven value for both the customer and Extramarks.
The Individual will work closely with the marketing teams to find and nurture the right kind of leads and help optimize the overall customer journey. Further, the VP Customer Success is responsible for the creation and execution of detailed customer on-boarding, continuous customer engagement, customer sentiment - and voice of customer capture strategies. The VP Customer Success will ensure that all customers experience a consistent, comprehensive and top-of-the market Extramarks product and service experience. The overall role will also include participation in technology product design to create the tools and services that customers may need.
Responsibilities and Duties
An indicative list key roles and responsibilities of the successful candidate include -
Lead the development and execution of a detailed customer success strategy for the retail division of Extramarks.
Ensure strong and long lasting relationships with customers through a comprehensive customer engagement & loyalty program.
Develop and execute key strategies for successful implementation of online and offline support channels.
Design and implement key training modules, and lead the overall performance efficiency of the customer engagement team.
Collect and document customer feedback across various measures such as NPS, CSAT etc. Analyze data for trends and suggest measures for optimizing the Extramarks customer success strategy.
Collect and document key customer success stories and identify replicable and scalable trends.
Develop continuous and comprehensive reporting modules, tracking key customer facing and internal performance indicators. Rigorously forecast customer sentiment metrics.
Work with sales functions across multiple products to reach out to potential learners within and outside the Extramarks learner ecosystem. Work with all line functions to ensure customer delight.
Proven leadership in customer engagement or other relevant leadership experience
Previous customer-facing sales or service experience at a high-growth, software-as-a-service (SaaS) / product based tech/ tech service companies desired
Demonstrated ability in effective communication, preparing data driven presentations, synthesizing relevant insights
Demonstrated ability to have credibly influenced multiple stakeholders across the organization including C-suite executives
Extensive experience in handling CRM software (such as salesforce etc) and marketing automation
Experience in working with helpdesk software (such as Zendesk, etc)
Ability to work with statistical software, to determine key insights and trends in customer engagement and customer service, a plus
Ability to understand latest trends in pedagogy and curriculum development and student engagement improvement, a plus
Required B.Tech/ BE from top tier universities/colleges, with at least 6 years of experience in sales or customer service divisions of product-based technology/ SaaS/ technology service organizations.
Desirable MBA from top tier universities/colleges, with 7 years of experience in sales or customer service divisions of product based technology/ SaaS/ technology service organizations. Work experience in high growth startup environments is a plus.
Salary: INR 25,00,000 - 35,00,000 P.A.
Industry:Education / Teaching / Training
Functional Area:Sales, Retail, Business Development
Role Category:Senior Management
Role:Head / VP/ GM/ National Manager After Sales
Employment Type:Permanent Job, Full Time
Desired Candidate Profile
UG:B.Tech/B.E. - Any Specialization
PG:MBA/PGDM - Any Specialization
Extramarks Education India Pvt Ltd
Extramarks Learning App allows students to learn at home at theirown pace and space and provides complete educational support eliminating the need of a tutor. The three pronged pedagogical approach of Learn, Practice and Test makes sure better learning outcomes for students. All concepts are first explained in an easy to learn manner with the help of rich media then the students are allowed to practice the concept. Virtual Practicing modules and Q&A allow the retention of knowledge that is tested on a robust teaching platform to identify the learning gaps.
Recruiter Name:Mr. Lav
Contact Company:Extramarks Education India Pvt Ltd