ModMed Technologies - Director - Customer Success

Duties & % Time How It Is Accomplished / Key Activities :

• Strategic Leadership & Planning 25% Develop and deploy the 3-year India Customer Success strategy, including organizational design, staffing needs, budgets, and roadmap. Collaborate with global leadership to align local strategy with company-wide objectives.
• Team Management & Development 25% Lead hiring, onboarding, training, and professional development for all Customer Success staff, including Professional Services, CS Coordinators, Project Coordinators, Customer Education, and Operations. Set clear expectations, KPIs, and metrics; conduct regular performance reviews.
• Operational Oversight & Metrics 20% Establish, monitor, and optimize KPIs and SOPs across Support, CS, and Professional Services. Track CSAT, retention, NPS, and other key customer success metrics. Ensure consistent processes and policies across India and global teams.
• Cross-functional Communication & Alignment 15% Facilitate alignment between India and global Customer Success teams. Drive cross-team communication, address operational gaps, and resolve escalations. Represent India CS in global leadership forums.
• Customer Advocacy & Escalation Management 10% Serve as escalation point for high-priority customer issues. Partner with Product, Engineering, and other teams to advocate for customer needs and ensure timely resolution.
• Budgeting & Resource Planning 5% Prepare and manage the India CS budget. Allocate resources effectively to meet strategic goals while maintaining operational efficiency.

Key Differentiators of This Role

(ref : iimjobs.com)