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Associate Vice President - Customer Success
Associate Vice President - Customer SuccessPeopleStrong • Jamnagar, Republic Of India, IN
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Associate Vice President - Customer Success

Associate Vice President - Customer Success

PeopleStrong • Jamnagar, Republic Of India, IN
4 days ago
Job description

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.
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    Vice President • Jamnagar, Republic Of India, IN