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Customer Health & Process Optimization Specialist

Customer Health & Process Optimization Specialist

ConfidentialGurgaon / Gurugram
20 days ago
Job description

Key Responsibilities :

Customer Health Scoring Management :

  • Design, create, and continuously enhance the customer health score framework.
  • Regularly review and update health scoring metrics to ensure alignment with Customer Success needs and business objectives.
  • Monitor customer health trends and proactively recommend actions to improve customer success outcomes.

CS Platform Development & Maintenance :

  • Partner with external vendors to build, maintain, and improve the Customer Success platform, ensuring it supports the evolving needs of the organization.
  • Ensure the platform integrates effectively with other tools and systems used by the Customer Excellence team.
  • Troubleshoot and resolve platform-related issues, ensuring minimal disruption to daily operations.

    • Training and Support :

  • Develop and deliver comprehensive training programs for internal Customer Success teams to ensure effective use of the CS platform and health scoring tools.
  • Provide ongoing support and guidance to internal teams, helping them interpret customer health data and take proactive actions.

    • Reporting & Analysis :

  • Generate regular reports and dashboards on customer health metrics, identifying key trends, risks, and opportunities.
  • Present findings to internal stakeholders, including senior leadership, to drive informed decision-making around customer retention and satisfaction.
  • Continuously refine reporting processes to enhance data accuracy, clarity, and strategic value.

    • Cross-Functional Collaboration :

  • Collaborate with the wider Customer Excellence teams, Commercial, Marketing, Product, and other internal teams to ensure alignment on customer health initiatives and foster a customer-centric approach.
  • Work with the Customer Success leadership team to define success metrics and develop strategies for improving customer health scores.

    • Continuous Improvement :

  • Regularly assess customer health processes, tools, and training to identify opportunities for improvement.
  • Keep up with industry trends and best practices in customer health and success management, incorporating new ideas to optimize performance.

    • Qualifications :

  • Education : Bachelors degree in Business, Marketing, Customer Success, or related field (or equivalent experience).
  • 3+ years of experience in Customer Success, Customer Operations, or related areas, with a focus on process management or customer health.
  • Experience working with customer success platforms (e.g., Gainsight, Totango, etc.) and understanding of health scoring methodologies.
  • Strong analytical skills with the ability to interpret customer data and generate actionable insights.
  • Proven track record of working with external vendors and managing platform development or integration projects.
  • Excellent communication skills, with the ability to train and support internal teams at various levels.
  • Ability to manage multiple projects simultaneously and work collaboratively across different teams.
  • Experience in customer success management or operations within a SaaS environment.

    • Skills :

  • Strong problem-solving skills and a proactive mindset.
  • Ability to manage cross-functional projects and collaborate effectively with different teams.
  • Strong communication skills, with the ability to clearly convey ideas and solutions to stakeholders.

    • Skills Required

    Data Analysis, Process Mapping, Sql, Project Management

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