Navata Road Transport - Manager - Customer Success

Company Description:

Navata Supply Chain Solutions is a leading provider of cutting-edge, tech-driven integrated solutions that enable seamless data management across the entire supply chain. Our network of over 5000 vetted, reliable ecosystem partners forms the backbone of our service. We collaborate with transporters, vendors, and warehouses nationwide to deliver cost-effective and efficient logistics solutions.

Our centralized management streamlines your supply chain through ecosystem integrated hubs, providing the clarity you need to make informed decisions and stay in control. We offer reliable solutions even in remote and rural areas, providing real-time visibility, smart insights, and access to the most extensive network of reliable partners. Navata SCS is located in Hyderabad and we're looking for a Full-time Head of customer success professional to join our team.

Responsibilities:

The main responsibilities of a Head of Customer Success encompass a variety of strategic, managerial, and operational tasks:

- Mainly responsible for retaining and maintaining strong relationships with key customers, acting as an escalation point for any issues or concerns.

- Oversee the customer onboarding process, designing SOP for operational activities to ensuring a smooth transition for new customers

- Conducting periodical review meeting with client and evaluation of service level. Develop and implement strategies to improve customer retention rates and reduce churn.

- Oversee monthly billing data and POD management across the vertical. Responsible for Account Receivables & streamlining payments as per defined credit terms

- Identify opportunities to expand business with existing customers through upselling and cross-selling initiatives.

- Develop and implement a comprehensive customer success strategy aligned with the company's goals and objectives.

- Lead, mentor, and manage the customer success team, conduct regular performance reviews and provide constructive feedback to team members.

- Prepare regular reports on customer success metrics and share insights with the executive team.

- Analyze customer data to identify trends, challenges, and opportunities for improvement.

- Establish feedback loops to gather customer insights and use this information to drive service enhancements.

- Collaborate with operations and sales teams to ensure customer feedback is incorporated into future developments.

Required skills:

- Excellent verbal and written communication skills to interact effectively with customers and internal stakeholders.

- Strong presentation skills for customer meetings and internal reporting.

- Ability to identify issues and provide solutions promptly.

- Analytical thinking to understand complex customer scenarios and devise strategic approaches

- Ability to create a vision for customer success and align the team towards achieving it.

- Strong leadership and motivational abilities to inspire a team and drive performance.

- A deep understanding of customer needs and the ability to empathize with their challenges.

- Customer-first mindset to prioritize customer satisfaction.