Job Description

EdCast is the AI-Powered Knowledge Cloud solution for unified discovery, personalized learning and knowledge management across the enterprise. Its award-winning platform is used internationally by Global 2000 companies and large government organizations, including NASSCOM and World Economic Forum, to solve the discovery and curation problems across all external and internal knowledge sources. EdCast's offerings include its Learning Experience Platform (LXP) and MyGuide's in-app guides, intelligence, and automation for business software. Website www.edcast.com External Title Director Of Customer Success Location India (Twice a year travel to US needed) Year of Experience 8+ Years Shift Timings It will not be a day shift (May be 4PM to 2AM OR 3AM to 1PM) Requirements As a Customer Success Leader- As a Director Of Customer Success , you will be working with customers and the team. You will be responsible for onboarding and providing customer support and exceptional customer service. Responsibilities Requirements Maintain a deep understanding of our solutions and content and educate customers about the most relevant features/functionality for their specific business needs Serve as the voice of the customer and provide internal feedback to Product, Content and other teams on how we can better serve our customers. Support the resolution of delivery, implementation or technical issues. Work closely with sales team to ensure effective and efficient onboarding of new customers and drive greater usage/adoption over time. Monitor customer utilization trends and gives recommendations to Product development based off such, including doing regular customer 'health checkups'. Monitor customer usage throughout the customer lifecycle to not only identify and prioritize at-risk accounts but also run standardized plays to mitigate churn. Develop and manage client portfolios. Sustain business growth and profitability by maximizing value. Analyze customer data to improve customer experience. Hold product demonstrations for customers. Improve onboarding processes. Evaluate and improve tutorials and other communication infrastructure. Mediate between clients and the organization. Handle and resolve customer requests and complaints. Minimize customer churn. Qualifications MBA is preferred. 4+ years of solid experience in customer success field. Very strong written & communication skills. Excellent presentation skills.