Customer Support & Success Head

Location : Indore,India

Job Summary:

As the Customer Support & Success Head at AiTrillion, you will play a critical role in driving customer satisfaction and success. You will lead and manage our dedicated support and success team, working collaboratively with cross-functional departments to ensure that our clients receive the best-in-class customer experience. Your primary focus will be on maintaining high levels of customer retention, minimizing churn, and fostering customer loyalty through exceptional support and success initiatives.

Responsibilities:

Leadership & Team Management :

- Oversee and lead the Customer Support & Success team, including hiring, training, performance evaluation, and professional development.

- Foster a positive and collaborative team culture that encourages open communication, knowledge sharing, and continuous improvement.

- Set clear goals and performance metrics for the team and ensure they are met or exceeded.

Customer Support Strategy:

- Develop and execute a comprehensive customer support strategy to deliver prompt, efficient, and accurate responses to customer inquiries and issues.

- Implement and optimize support processes, workflows, and tools to enhance the overall customer experience.

- Analyze customer support data and feedback to identify trends, areas of improvement, and actionable insights.

Customer Success & Relationship Management:

- Collaborate with the Sales team during the onboarding process to ensure a seamless transition from sales to customer success.

- Build strong relationships with key stakeholders within client organizations to understand their business goals and align AiTrillion's solutions accordingly.

- Proactively engage with customers to drive product adoption, usage, and value realization.

Customer Retention & Growth:

- Develop customer retention strategies and initiatives to minimize churn and increase customer loyalty.

- Identify upsell and cross-sell opportunities to drive revenue growth from existing clients.

- Work closely with the Sales and Marketing teams to develop campaigns targeted at expanding product adoption among existing customers.

Performance Reporting & Insights:

- Create and present regular reports on customer support metrics, customer success KPIs, and overall team performance to the COO and other stakeholders.

- Utilize data-driven insights to recommend improvements to product offerings, support processes, and customer success strategies.

Requirements:

- Bachelor's degree in Business, Marketing, or a related field. MBA is a plus.

- Proven experience (at least 5 years) in customer support, customer success, or a related leadership - role, preferably within the SaaS or e-commerce industry.

- Strong understanding of customer support best practices, including ticket management, SLAs, and customer satisfaction metrics.

- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal teams.

- Analytical mindset with the ability to leverage data to drive decision-making and process improvements.

- Experience in managing and leading high-performing teams.

- Strong project management and organizational skills with the ability to manage multiple priorities simultaneously.

Preferred Qualifications:

- Experience in the e-commerce industry or with e-commerce platforms.

- Familiarity with AI-based solutions and marketing automation.

- Prior experience working with global clients, particularly in the USA.

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