Associate Director, Customer Success Delhi

As an Associate Director, Implementation Services you will oversee the implementations team and ensure alignment with departmental and corporate goals. Leading by example, you’ll provide exceptional leadership and prioritize superior customer service. Your role involves managing teams, developing strategies to drive onboarding and implementing customers, customer satisfaction, retention, service adoption, and collaborating across departments to optimize performance and revenue. You’ll be accountable for achieving top metrics, analyzing feedback, and implementing strategies for improvement, including training, staffing, and rewards programs. Additionally, you will foster a team culture aligned with our core values and support career growth for team members. Lead, coach, and develop a team of Sr. Managers and Managers, holding them accountable to KPIs and operational excellence. Foster a high-performance culture focused on growth, innovation, and proactive problem-solving. Engage directly with customers as needed to support your team in delivering value through proven implementation strategies. Leverage data and analytics to monitor customer health indicators and inform strategic decisions. Partner with the Head of Success on staffing, budgeting, and resource planning. Establish and scale repeatable best practices and implementation strategies.