Planet Spark Looking for Associate Director – Customer Success Full Time

Job Discription 

The Associate Director Customer Success will be the sole custodian of teacher and student experience in India and International locations. This is a high accountability and high impact leadership role, working directly with the founders. This is a unique role at the cusp of business, operations and academics.Eligibility Criteria:- Willing to work 6 days a week- Willing to work in a Series A funded startup and build everything from scratch- MUST HAVE 5 to 10 years of experience in building and leading the CX function of a consumer tech company- MUST HAVE a problem-solving and process oriented mindset to build the CX processes from scratchRoles and Responsibilities/ Mission Statement:The Associate Director Customer Experience will be responsible for building a world-class customer experience team obsessed with delivering a wonderful customer experience and driving high teacher and student NPS scores. It requires a deep understanding of business processes as well as academic curriculum.Process Excellence:- Work closely with the business, academic and operations teams to create processes and SOPs customer experienceTeam Management:- Hire and lead domestic and international teams for both teacher and customer side- Drive high execution and build the team cultureProduct and Process Improvements:- Work with the tech team to suggest product features to drive better experience and processes for teachers and customers- Bring process improvements through automation and technology adoption, such as chat bots, CRM etcOnboarding and engagement:- Drive onboarding of new customers and teachers- Own engagement of customers and teachers through tech led processes- Monitor and improve NPS and drive obsession towards achieving a high NPSWhat are the behavioral attributes that we are looking for – An obsession towards creating the best customer experience for a fast-growing Series A funded startup- An apparent Founders mindset i.e. A mindset where the person can own up the entire CX and shape it independently like a Founder,

Job LocationGurugram
EducationNot Mentioned
SalaryNot Disclosed
IndustryEducation / Training
Functional AreaSBU Head / CEO / Director
EmploymentTypeFull-time