Associate Director - Client Solutions

Job Title: Associate Director - Client Solutions

Location: Pune

Total Experience Required: 10 to 20 years

Job Overview

We are seeking an experienced Associate Director to lead and oversee the successful implementation of CRM projects. The ideal candidate will have expertise in BFSI, Insurance, or CRM domains. While CRM experience is preferred, it is not mandatory. This leadership role will involve driving strategic initiatives, managing project execution, and ensuring the successful delivery of client solutions.

Key Responsibilities

• Provide strategic leadership, as well as technical, operational, financial, and managerial guidance for the successful implementation of CRM projects.
• Oversee the entire program lifecycle, including project management, reporting, budget monitoring, and execution of project plans to ensure desired outcomes.
• Manage team selection, training, and development, assign clear roles and responsibilities, and ensure efficient operations through effective supervision and performance management.
• Ensure that projects are delivered to the required quality standards, within the agreed-upon timelines and budget parameters.
• Drive customer outcomes, product adoption, and enhance the overall customer experience.
• Lead technical assessments as part of the pre-sales process.
• Influence future product adoption and customer lifetime value by improving customer satisfaction.
• Reduce churn and drive new business growth through greater customer advocacy and reference ability.

Skills & Experience Requirements

Experience:

• 10 to 20 years of total experience in a leadership role.
• Experience in BFSI or Insurance or CRM domains will be considered a strong plus.
• Proven expertise in managing, designing, implementing, and supporting both local and global rollouts.
• Strong technical and program management skills.
• Preference will be given to candidates with expertise in Salesforce, Dynamics CRM, or SugarCRM.
• Excellent management and communication skills.
• Proven ability to write technical reports, program documentation, and deliver presentations.
• Exceptional oral and written communication skills in English, with the ability to communicate across cultures.
• Willingness to travel overseas up to 40% and/or work off-hours for US/European projects.

Education:

• An advanced degree (Master’s or higher) in a relevant field from an accredited university.

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