Regional Head - Program Success

Keka Technologies Private Limited; Bengaluru; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Kidvento Education and Research is seeking a Regional Head - Program Success in Bengaluru. You will lead the Customer Success function, set strategic direction, and manage a team of Program Implementation Managers to deliver value to customers.

The role emphasizes data-driven decisions, stakeholder communication, and scalable processes to reduce churn, grow accounts, and ensure a high-quality customer experience across programs.

Qualifications

• Experience in School Program Implementation domain is not specified in the ad.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Skills

Leadership

Customer Success

Data analysis

Strategic planning

Communication

Relationship management

Team building

Forecasting

Upsell

Job description

Company: Kidvento Education and Research Position:

Regional Head - Program Success

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