OneDirect - Senior Manager, Solutions (4-8 yrs)
At OneDirect, our customers pay us over time. We will not be successful unless our customers are receiving massive value from our product/service. As such, we need a senior executive to own driving success for our customers by leading onboarding & solution activities to ensure timely delivery of value. This role includes responsibilities for Customer Success activities during onboarding & steady state stages by working closely with cross functional teams including product, technology and solution.
Responsibilities:
- Drive true value for customers especially during onboarding stage & define the vision of a Red Carpet experience.
- Work with cross-functional teams to ensure that projects have the best people with the right skills and at the right time.
- Standardize the template for a success plan & work independently or with other technical teams to deliver optimal solutions for customers following best practices.
- Monitor and report on all aspects of projects including progress, project success, forecasted hours, risks, communications and act as an escalation point for customers.
- Find ways for CSMs to deeply understand our customers objectives and Implement best practices to improve the methodology and quality of customer engagements.
- Lead the onboarding efforts within the constraints of schedule, scope, features/functionality, and budget.
- Act as the Single Point Of Contact for CSM team for all the customer success initiatives.
Own key metrics:
- NPS - Net Promoter Score
- Team member satisfaction & learning
- Own the financial model for your team, including projections of costs and new hires, and forecasts
Required Experience/Skills :
- 4 to 8 years of full time working experience with at least 2+ years of experience in customer-facing positions managing end-to-end projects
- Ability to lead, manage complex and concurrent projects; preference for exposure on working with tech teams in agile development methodology
- Ideally combined background of client onboarding and project management by working with cross-functional teams including technology and product
- Analytical and process-oriented mindset
- Excellent communication and presentation skills
- Relevant Bachelors degree; preference for computer science or related degrees along with an MBA
Job details are sourced from the employer's original posting.
Open job postingAbout the company
OneDirect (https://www.onedirect.in/) is India’s Largest Customer Experience Management company and backed by Sequoia capital with Series A Funding. We are 150+ people enterprise software company headquartered in Bangalore, with offices in Mumbai and Delhi. We are expanding teams across the organization. OneDirect was launched in 2013 with the purpose of helping Indian brands overcome challenges they faced with respect to Customer Experience Management. OneDirect has evolved as a pioneer in the CEM space with a suite of world-class products that have been implemented by revered market leaders. This validation has strengthened our position as front runners in customer experience. We are looking for a Manager/Sr. Manager - Enterprise Solutions in Bangalore with the right energy, competitive spirit, personal drive, and track record of success in Sales. This position involves working with clients to provide them the right OneDirect services that meet their Service, Messaging or Feedback Management needs. If you are motivated by delivering happiness, come join us at OneDirect! We work with over 150+ Enterprises in India which include Landmark Group, GMR Group, Tata Brands (such as Tata Cliq, Tata Trent, Voltas), Indian Railways, Asus, Fortis Healthcare, Suprdaily, Huawei Telecom, Meesho, Mobikwik, Udaan, MakeMyTrip, Railyatri, Red Carpet, IndusInd Bank, Federal Bank, ClearTrip, Lenovo, KFC, Paytm, IndiGo, Vistara, Oyo, PizzaHut, and many more