Director – Customer Success (JAPAC)

Uniphore

Bangalore, IN
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 03/04/2021
  • Website: www.uniphore.com
  • Company Address: 1001 Page Mill Road Building 4, Suite 100-B, Palo Alto, CA 94304

About Uniphore

Uniphore redefines the customer service experience of the future through AI-enabled Conversational Service Automation.

Job Description

Summary

Uniphore is looking to hire someone with the passion and experience necessary to dominate as a Director, Customer Success (JAPAC) to manage all customers in the JAPAC region.

The Customer Success organization at Uniphore has a unique opportunity for someone who can bring experience in the customer service industry along with a passion for providing top tier customer experience.  As a company in the CX space, Uniphore is built on the foundation of providing our customers the tools necessary to deliver unrivalled customer experience.  As such, our employees must embody a Customer First mentality.
The Director of Customer Success should possess strength in leading and managing diverse global teams.  This individual will be a thought leader who can communicate effectively and work cross-functionally with leaders across the organization as well as effectively build a team culture comprised of customer first mentality, collaboration & innovation.  You will be an important driving force in rethinking the Customer Success function for future to ensure that we can effectively help our customers grow and onboard our new services and platform offerings.
The Director of Customer Success (JAPAC) reports to the Head of Global Delivery and Customer Success.

Your Responsibilities

The Director, CSM will be the primary point of contact for Uniphore’s Enterprise Customers.  In this role you will help Empower, Assess, Evolve and Advocate for our most important customers by focusing on following key facets of Customer Success:
Client Management - Manage and maintain the client relationship, ensuring that all assigned client accounts are obtaining value from Uniphore solutions, and ultimately be responsible for overall client satisfaction
Build strategic relationships and position yourself as a trusted advisor to key customers
Improve platform and services adoption rate and minimize customer and revenue churn
Through focused management and tracking of all renewal opportunities, ensure that all customers renew on-time and on budget
Work closely with marketing and sales to identify reference opportunities within the assigned customer base
You will be responsible to identify, track and close upsell and x-sell opportunities within your account base
Design, build and implement the processes, tools and systems that drive sustained product adoption, expansion of new products and long term customer success
Manage, track and report, both internally and externally, on the status of customer accounts, including all projects, initiatives and expansion opportunities
Drive customer success outcomes by collecting key Customer Success metrics such as gross renewals rate, net retention, adoption, customer health, churn rate and net promoter score (NPS)
Define the people capabilities, profiles and skills of high performing customer success managers and then build and lead this team

Your Qualification

Minimum 15+ years of work experience and at least 10+ years in account management/customer success leadership position - SaaS experience is required
Consistent track record of exceeding retention, customer satisfaction, and advocacy targets
Strong empathy for customers and passion for revenue and growth
Technical expertise and ability to acquire knowledge of new products
Experience in executing analytics or AI centred engagements pertaining to contact centre operations and/or CX experience
Exceptional organizational, presentation, and communication skills, both verbal and written
Strong leadership & coaching skills
Willingness and eagerness to travel frequently to meet the team and to strategic accounts

Uniphore is a global Conversational AI technology company with offices in the U.S., India and Singapore. Uniphore believes the future of customer service is every voice being truly heard. The Company’s vision is to bridge the gap between people and machines through voice. Uniphore enables businesses globally to deliver transformational customer service by providing a platform of Conversational Analytics, Conversational Assistant and Conversational Security that changes the way enterprises engage their consumers, build loyalty and realize efficiencies.

Uniphore is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.
 
For more information on how Uniphore delivers business value using Conversational Service Automation, please visit www.uniphore.com

Related Jobs

Solution Architect – Contact Center Solutions

Uniphore - Bangalore, IN

Machine Learning DevOps

Uniphore - Palo Alto, CA, US

Business Analyst

Uniphore - Bangalore, IN

Marketing Automation Executive

Uniphore - Bangalore, IN

Principal Engineer

Uniphore - Chennai, IN
Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.