What is the purpose of the role/function ?
Forming a Customer Success function within the CEO's office reflects a strategic decision to prioritize customer-centricity, drive growth and retention, and align customer success initiatives with broader business objectives. It underscores the Comviva’s commitment to delivering value to customers and ensuring their long-term success, which ultimately contributes to the Comviva's own success and sustainability.
What are we looking for ?
Analytical thinker with problem-solving and execution skills with a strong customer centric mindset. Must be adept to work in the cross functional teams to create a persistent customer-first mentality across Comviva units & hierarchy. Skills include diplomacy skills, an innovative spirit, customer service excellence, and a data-driven mindset.
What will you do ?
Interface directly (and indirectly) with customers to develop customer intelligence and insight by capturing, assembling, and assessing customer sentiment about the Comviva solutions & services throughout the customer’s journey with Comviva.
Serve as a liaison by maintaining regular and appropriate communication and cadence with customer executive teams to ensure alignment and transparency, inclusive of regular business reviews. Partner with the MU, PU, delivery, and technical support teams to ensure positive customer outcomes.
Integrating and analysing disparate data sources to provide insights, recommendations, and business justifications. Gather, integrate, and analyse data from multiple sources and converting in a meaningful information.
Focus on the voice of the customer by tracking and analysing data trends. Identify customer pain points, define, and monitor service standards, enable easy customer navigation across the organization and create new ways to enrich the customer experience.
Escalation Management – Drive and effectively setup & manage operating model for escalations, resolution, and sustenance to make sure things get done within reasonable limits.
Design, orchestrate and improve customer experiences by ensuring consistency across all channels of customer interaction. Build and run the playbook for customer success programs that focus on delivering measurable business outcomes and value.
Technical capabilities Would be given high preference to candidate’s relevant experience in development of Comviva products (software design, development, implementation, and testing of Comviva products). Ability to communicate complex technical information in clear, easy-to-understand ways, aiding swift resolution of issues.
What’s in it for you ?
Make Meaningful Impact: As a Customer Success Manager, you'll have the opportunity to make a tangible impact on the success and satisfaction of our customers. By helping them achieve their goals and overcome challenges, you'll play a crucial role in driving their success and building long-term partnerships.
Personal Growth: Customer Success is a role that requires a growth mindset and a willingness to learn and adapt. Through your interactions with customers and internal stakeholders, you'll continuously expand your skills, broaden your perspectives, and develop professionally and personally. Customer Success is a rapidly growing field, and as a CSM, you'll be at the forefront of this evolution.
High visibility: As a part of CEO Office, it is highly visible role. Customer Success is inherently cross-functional, requiring collaboration with teams such as sales, marketing, product development, and support. This exposure provides valuable experience and opens doors to potential career transitions into other areas of the organization.
Industry Expertise: Working closely with customers across various geographies, you'll gain deep insights into different business models, challenges, and trends. This industry expertise can be highly valuable and transferable, positioning you as a subject matter expert in customer success and related fields.
We're committed to investing in your success and helping you achieve your goals every step of the way.
