Head of Delivery | Fintech SaaS | International Markets

● Lead end-to-end post sales client engagement process - (a) Customer onboarding and training
(b) technical implementation of our clients solution integrations with Client systems (c) Customer
success & support (d) Pre-sales support and solutioning and (e) post go-live relationship
management with customers
● Work closely with internal stakeholders like sales, product and engineering teams to ensure
customer success and satisfaction
● Own KPIs on customer onboarding, activation, successful usage on the product, revenue
churn, SLA adherence on support, Gross and Net Revenue retention, CSAT and NPS scores
● Lead team of 25-30 members across customer success, technical integrations, L1 support
● Scale delivery team which will act as single point of contact from our clientour client side to resolve
customer issues
● Define and implement processes and playbooks to ensure smooth post-sales experience -
Monitor overall functioning of processes, identify improvement areas and implement adequate
measures to maximize customer satisfaction level, Program Efficiency and SLAs
● For newly acquired customers : Manage a team which can interface with newly acquired
customers to understand their requirements, develop delivery plans (resources, timelines), push
internal teams (sales, product, engineering, support, domain experts) to deliver, program manage
the delivery projects and manage internal/ external stakeholders.
● For existing customers : Build and manage team which can perform ongoing L1 support, issues
resolution and relationship management
● Build in-depth understanding of the customer requirements, challenges, and new feature asks
that can be translated into product offerings
● Interface and Manage System Integration Partners to ensure quality and timely delivery of
integration projects