Company: Kidvento Education and Research Position: Regional Head - Program Success Location: Bangalore To apply: [email protected] Remuneration: Rs 10 Lakhs – Rs 12 Lakhs per Annum Experience: 5+ Years Job Description Roles and Responsibilities 1) Team Management: • Lead the Customer Success function with a vision and strategy. • Manage day-to-day operations of the Customer Success department. • Manage a team of Program Implementation Managers. • Assign team targets, review KPIs, and monitor performance. • Ensure delivery of business value for customers on a weekly and monthly basis. • Address escalated client issues with speed and urgency. • Ensure regular client visits are made to maintain good rapport. 2) Data & Analysis: • Monitor and manage feedback/reviews/testimonials from customers. • Analyze data related to product, website, social media, and brand experience. • Use customer feedback to influence operational practices and strategies. • Drive faster customer time to value, renewal rates, and growth through data-driven insights. 3) Strategizing and Forecasting: • Plan and deliver Customer Success strategies to retain and increase the customer base. • Define and drive operational practices and implementation strategies. • Develop and execute detailed plans for Customer Success team members. • Strategize to influence future lifetime value through higher product adoption and satisfaction. 4) Renewals and Operational Excellence: • Expand revenue in accounts through upsell opportunities. • Reduce churn and drive new business growth. • Ensure exceptional customer service experience and maintain overall health scores. • Orchestrate resources across the company to address escalated client issues. • Ensure adherence to policies, procedures, and controls in day-to-day operations. Desired Candidate Profile • Experience - 5+ Years in the School Program Implementation Domain, 2+ Years as Team Lead. • Solid background in customer acquisition strategies • Strong communication skills along with a customer-oriented attitude • Good relationship management and networking skills. • Good Experience in an account post-sales customer-facing role (Account Management, Customer Success) • Experience in building and scaling teams for high growth in the organization • Proven leadership abilities to coach, influence, develop, motivate and empower employees to achieve their best while maintaining high employee morale • Proven record of driving measurable customer outcomes and success with large, complex customers