Director - Customer Success

Engagement & Customer Success

Engagement and Customer Success (ECx) at Harappa is responsible for taking Harappa offerings to the market; build and sustain Harappa clientele; drive learner engagement to fruition; and lead innovation in Harappa products by acting as an active channel between internal teams and external feedback. We are looking for a Customer Success Manager to join the team to drive learner engagement and assume the project management role in the post-sales customer journey taking complete charge over stakeholder communication and account management. The synoptic expectation of this role is to take complete ownership of customer success measured by increased NPS, completion rate, client retention and better learning outcomes.
You are a great fit if you enjoy creative communication, excel in account management and are keen to be part of a vibrant start-up journey.

Role

• Own strategic customer relationships including end-to-end stakeholder management by ensuring customer success as you drive activation, adoption and completion of courses of varied cohorts
• Active communication management (with learners and other client stakeholders) to drive engagement and solve for potential friction points
• Responsible for setting up, scaling and executing online value-added services (complementing the core online courses) across accounts
• Develop programs to increase engagement by partnering with cross-functional teams like business development, design and special ops to facilitate learner success
• Data analysis to ascertain cohort learning trends and patterns to initiate and lead systemic learner engagement campaigns
• Curation of nudge strategy to drive day-to-day learner communication

Responsibilities

• Excellent written, verbal and interpersonal communication skills with 12+ years of account management experience with demonstrated success in customer engagement, retention and issue resolution
• Experience in the L&D domain is a plus
• Strong sense of customer empathy and customer-centrism
• Demonstrated analytical ability backed by creative thinking
• ‘Roll up your sleeves’ attitude to thrive in a highly dynamic environment
• Self-driven with the ability to work with minimal directions

Last updated on Sep 26, 2023