Job Title: Customer Success Lead
Company: Zotok.ai
Location: Hyderabad
About Zotok.ai:
ZöTok aims to be the default channel of the communications across the supply chain globally. The flagship zocommerce product is India's first network crm which drives the core flywheel of order to cash lifecycle across brands, distributors and retailers. ZöTok converts unstructured data (like text messages, invoices, and images) into organized information that connects directly to a seller's ERP system. This sets up a unified chat platform for sellers, distributors, and retailers, making order processing, payments and marketing communications
ZöTok is a single system of communication integrating with various systems of transactions and system of records without making any representation on the accuracy of the transactions or records . To achieve this ZöTok relies on ML-based integration layers with varied ERPs DMSs, SFAs, CRMs and all other business technologies in the supply chain.
Zotok.ai is a pioneering AI-driven solutions provider specializing in the supply chain industry. We are dedicated to revolutionizing the way businesses manage their supply chains through innovative, data-driven technology. Our mission is to empower companies with the tools and insights they need to optimize their operations, reduce costs, and enhance efficiency.
Job Overview:
We are seeking an experienced and dynamic Customer Success Leader with hands-on experience in the supply chain industry. The ideal candidate will be a strategic thinker with a strong background in customer relationship management, dedicated to ensuring our clients achieve maximum value from our solutions. This role requires a proactive individual who can lead a team, drive customer success initiatives, and foster long-term client partnerships.
Key Responsibilities:
1. Customer Relationship Management:
- Develop and maintain strong relationships with key stakeholders in client organizations.
- Serve as the primary point of contact for customer inquiries, ensuring timely and effective resolution of issues.
- Understand customer needs and objectives, and tailor our solutions to meet their specific requirements.
2. Customer Success Strategy:
- Develop and implement customer success strategies that align with company goals and drive customer satisfaction and retention.
- Identify opportunities for upselling and cross-selling additional products and services.
- Monitor customer health metrics and develop action plans to address any potential issues.
3. Team Leadership:
- Lead and mentor a team of customer success managers, providing guidance and support to ensure high performance.
- Foster a collaborative and customer-centric culture within the team.
- Conduct regular performance reviews and provide feedback to team members.
4. Supply Chain Expertise:
- Leverage hands-on experience in the supply chain industry to provide insights and recommendations to customers.
- Stay updated with industry trends and best practices to continuously improve our offerings.
- Work closely with the product development team to communicate customer feedback and influence product enhancements.
5. Customer Onboarding and Training:
- Oversee the customer onboarding process, ensuring a smooth transition and successful implementation of our solutions.
- Develop and deliver training programs to educate customers on how to effectively use our products.
- Create and maintain customer success resources, such as guides, FAQs, and webinars.
6. Metrics and Reporting:
- Track and report on key customer success metrics, including customer satisfaction, retention rates, and product usage.
- Provide regular updates to senior management on customer success initiatives and outcomes.
- Use data and insights to continuously improve customer success processes and strategies.
Qualifications:
- Bachelor's degree in Business, Supply Chain Management, or a related field. Master's degree preferred.
- Proven experience (5+ years) in a customer success leadership role within the supply chain industry.
- Strong understanding of supply chain processes and challenges.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal teams.
- Demonstrated ability to lead and motivate a team.
- Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
- Proficiency in customer relationship management (CRM) software and other relevant tools.
- Ability to travel as needed to meet with customers and attend industry events.
What We Offer:
- Competitive salary and benefits package.
- Opportunity to work with cutting-edge AI technology in the supply chain industry.
- A collaborative and innovative work environment.
- Professional development opportunities and career growth.
How to Apply: