Company Description
OneDirect is looking for a Senior Manager, Solutions with 4-8 years of experience.
Who are we?
OneDirect is a Sequoia capital funded 100+ people enterprise software company headquartered in Bangalore and having offices in Mumbai and Delhi. OneDirect is an omnichannel customer experience platform.
OneDirect is leveraged by some of the biggest enterprises in the country like Indian Railways, Indigo, Kotak, Oyo, Dominos, Daikin, DishTV, Tatasky, Hitachi, McD, Pizzahut, Delhi Airport and many more.
Job Description
OneDirect - Senior Manager, Solutions (4-8 yrs)
At OneDirect, our customers pay us over time. We will not be successful unless our customers are receiving massive value from our product/service. As such, we need a senior executive to own driving success for our customers by leading onboarding & solution activities to ensure timely delivery of value. This role includes responsibilities for Customer Success activities during onboarding & steady state stages by working closely with cross functional teams including product, technology and solution.
Responsibilities:
- Drive true value for customers especially during onboarding stage & define the vision of a Red Carpet experience.
- Work with cross-functional teams to ensure that projects have the best people with the right skills and at the right time.
- Standardize the template for a success plan & work independently or with other technical teams to deliver optimal solutions for customers following best practices.
- Monitor and report on all aspects of projects including progress, project success, forecasted hours, risks, communications and act as an escalation point for customers.
- Find ways for CSMs to deeply understand our customers objectives and Implement best practices to improve the methodology and quality of customer engagements.
- Lead the onboarding efforts within the constraints of schedule, scope, features/functionality, and budget.
- Act as the Single Point Of Contact for CSM team for all the customer success initiatives.
Own key metrics:
- NPS - Net Promoter Score
- Team member satisfaction & learning
- Own the financial model for your team, including projections of costs and new hires, and forecasts
Qualifications
Required Experience/Skills :
- 4 to 8 years of full time working experience with at least 2+ years of experience in customer-facing positions managing end-to-end projects
- Ability to lead, manage complex and concurrent projects; preference for exposure on working with tech teams in agile development methodology
- Ideally combined background of client onboarding and project management by working with cross-functional teams including technology and product
- Analytical and process-oriented mindset
- Excellent communication and presentation skills
- Relevant Bachelors degree; preference for computer science or related degrees along with an MBA
What We Do
OneDirect is India’s leading Customer Experience Management Company. Built for enterprises, with all CX modules under one roof. The product modules include: 1. Service Management Platform - Call, Email, Social, Blogs, Reviews, and many more. (Over 200 channel integrations) 2. Feedback Management Platform - Customers, Employees, and Partners 3. Messaging - FAQs, Smart help, and Live Chat. 4. Advance analytics engine - Command centers. 5. Service 360 - The one true view of the customer and his journey with the brand. We work with brands across verticals like Consumer Electronics, Aviation, Automotive, BFSI, Government, Retail, Healthcare, Travel, Real Estate and Hospitality
