Associate Vice President - Customer Success

Key Responsibilities

Customer Experience & Process Excellence

Design and implement the customer experience blueprint across all business lines.

Align service processes and performance metrics to business goals.

Lead new business launch experience frameworks and manage transitions for outsourced operations.

Oversee quality initiatives to drive sustainability, efficiency, and repeatability.

Manage delivery budgeting and resource planning.

Customer Success

Improve renewal rates, reduce churn, and drive account expansion.

Enhance customer lifetime value through product adoption and satisfaction.

Establish robust customer success metrics and review cadences.

Provide leadership visibility on key customer health and operational metrics.

Customer Onboarding

Lead migration and transition activities for new business units.

Ensure complete planning, documentation, and governance across migration phases.

Build strong stakeholder relationships and manage service improvement initiatives.

Proactively resolve customer issues and ensure timely escalations.

People Leadership

Drive team performance, output quality, and delivery excellence.

Conduct regular 1 : 1s, provide mentorship, and manage appraisals and compliance.

Optimize resource deployment across processes and shifts.

Systems & Delivery Management

Develop business plans and target operating models.

Collaborate with solutions and platform teams for new capability implementation.

Review MSAs / SLAs and ensure operational readiness for new engagements.

Lead risk assessment, quality planning, and governance of complex engagements.

Manage client relationships, feedback, SLAs, and escalations.

Qualifications

Bachelor’s degree with 15+ years’ experience in the outsourcing industry.

Proven expertise in offshore operations, contract management, and service delivery.

Strong background in process improvement, change management, and training.

Excellent communication and project / program management skills.

Ability to work effectively across cultures and global environments.